Guest Relations Manager

Overview

About The First Group Hospitality 

The First Group Hospitality is a Dubai-headquartered, full-service hospitality management company specialising in hotel operations, asset management, and F&B strategy. With a team of industry veterans and a proven track record, the company delivers tailored solutions that enhance efficiency, optimise revenue, and maximise asset value for investors and hotel owners. As a trusted third-party hotel management provider, The First Group Hospitality partners with leading global brands to drive operational excellence and long-term profitability, thanks to expertise spanning property performance optimisation, cost management, and guest experience enhancement. Beyond management, The First Group Hospitality develops and operates a dynamic portfolio of upscale hotels, residences, and award-winning restaurants, creating high-value hospitality assets that stand out in the market. 

For more information, visit tfghospitality.com 

Job Description

We are seeking a Guest Relations Manager to lead exceptional service delivery, member satisfaction, and guest experience across the club. Responsibilities include, but are not limited to:

• Lead and oversee the guest relations function across the private members club.
• Welcome and engage members, guests, VIPs, and visitors with warmth and professionalism.
• Build strong, personalised relationships with members and regular guests.
• Ensure a seamless and memorable experience throughout each guest’s visit.
• Manage guest enquiries, requests, feedback, complaints, and service recovery.
• Anticipate guest needs and coordinate tailored services, arrangements, and experiences.
• Oversee arrival, departure, reservations, bookings, and special requests.
• Coordinate with concierge, valet, hospitality, membership, events, equestrian, and operations teams.
• Support VIP visits, private functions, member events, celebrations, and special occasions.
• Maintain detailed records of guest preferences, feedback, requests, and service interactions.
• Monitor guest satisfaction through feedback, reviews, surveys, and relationship check-ins.
• Identify opportunities to improve guest services, facilities, experiences, and service standards.
• Train, coach, and support front-of-house and customer-facing colleagues.
• Establish and maintain guest relations procedures, standards, and service guidelines.
• Ensure all guest interactions reflect our luxury positioning and brand standards.
• Prepare regular guest relations reports, service updates, feedback summaries, and performance insights.
• Collaborate with management to resolve operational issues and improve the overall guest journey.
• Maintain confidentiality when handling member, guest, VIP, and personal information.
• Maintain a visible, approachable, and professional presence across the club’s facilities.
• Represent the property at events, gatherings, and member activities.
• Perform other guest relations, hospitality, and customer experience duties as required.

Desired Skill & Expertise

• 4+ years of experience in guest relations, hospitality, luxury hotels, private clubs, concierge services, or a similar role.
• Proven experience managing VIP, high-net-worth, and international guests.
• Excellent communication, interpersonal, presentation, and relationship-building skills.
• Strong knowledge of luxury hospitality standards and service etiquette.
• Exceptional customer service, complaint-resolution, and service recovery abilities.
• Strong leadership, coaching, and team-management skills.
• Excellent organisational and time-management abilities.
• Calm, confident, discreet, and solution-focused under pressure.
• Proficiency in CRM systems, guest management platforms, Microsoft Office, and reporting tools.
• Experience coordinating events, private functions, guest experiences, and special occasions.
• Professional, polished, personable, and confident in representing a luxury destination.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Knowledge of the UAE market and local cultural expectations is highly desirable.
• Fluency in English is required; Arabic is highly desirable.