Guest Relations Officer

Company Description Raffles Hotels & Resorts The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. About Raffles The Palm Opened in 2021 on the western crescent of Palm Jumeirah, the world’s largest man-made island and archipelago, this palatial beach resort, featuring 340 spacious rooms, suites and villas, is inspired by the stunning elegance of European palaces and embellished with handcrafted Italian furniture. Guests can enjoy panoramic views, a private beach, state-of-the-art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, and signature and private restaurants complemented by exquisite banqueting and conference spaces. More than a destination, Raffles the Palm Dubai embodies the spirit of a legendary brand, celebrated for its storied heritage since 1887 and its hallmark of intuitive, gracious service. At the palace, excellence is a craft, and every team member is a master in their field. Here, talent is not only recognized, it plays a vital role in shaping the next chapter of this extraordinary resort and its legacy within the brand. Job Description We invite you to join the world of luxury hospitality at Raffles The Palm as we currently looking for Guest Relations Officer. Reporting to the Guest Relations Supervisor / Guest Experience Manager. The Raffles Guest Relations Officer is not defined by the tasks they perform, but by what they make possible for every guest they serve. This is a role of presence, not just procedure. The Guest Relations Officer is the architect of the individual guest journey: the single point of continuity from the moment a reservation is made to the moment a guest steps into the world again, and the reason they return. At Raffles, the Guest Relations Officer is proactive, personal, and fully accountable for the arc of that stay. As Guest Relations Officer their presence is felt rather than seen: available, responsive, and ready to step in whenever a guest needs them. Key Responsibilities Knowledge • Hold thorough, practised knowledge of all Guest Relations Service SOPs; not as rules to follow, but as a foundation from which to deliver with confidence and consistency. • Remain fully current on Raffles Brand Standards, LQA criteria, Forbes Travel Guide standards, and the expectations that define five-star service globally. • Maintain working proficiency across all platforms used to capture, action, and track the guest journey. • Demonstrate accurate knowledge of all room categories, suite configurations, F&B offerings, in-house experiences, and property-wide facilities. • Stay continuously informed on arriving guests: their profiles, histories, preferences, special occasions, and any intelligence gathered across all touchpoints. • Remain current on local culture, seasonal events, and the area’s social landscape to serve as a credible and genuine resource for guests. The 360° Guest Journey • Internalise and embody the Raffles brand personality in every interaction: Charming, Graceful, Thoughtful, and Welcoming. • Consistently execute the Top 5 Service Excellence pillars in every guest encounter: Look, Smile, Talk, Listen, and Thank. • Operate as the orchestrator of the guest journey; the conductor who ensures every department plays its part at precisely the right moment. • Own the guest relationship from pre-arrival to post-departure, not as a series of handoffs, but as a single, unbroken arc of care. • Initiate meaningful pre-arrival contact: review profiles with intent, anticipate what has not yet been asked for, and personalise every element of the arrival before the guest lands. • Conduct in-room check-ins and room orientations with warmth and genuine curiosity; reading each guest to determine the level of engagement they seek. • Correspond with guests via appropriate channels – written, digital, verbal – always in the Raffles tone: considered, elegant, and never transactional. • Anticipate needs before they are expressed. A pattern observed becomes a gesture before departure. • Be proactively present: visible, attuned, and ready throughout the entire stay. • Manage all guest requests with full personal accountability; coordinating across departments, tracking to completion, and following up without being asked. • Handle complaints and service failures with ownership and composure: acknowledge, recover, and follow through until the guest's trust is fully restored. • Inspect arrival and occupied rooms through a Guest Relations Officer's perspective. • Execute Raffles Rituals and special occasion set-ups with precision, creativity, and genuine care for the detail. • Offer packing and unpacking service with the discretion and attentiveness that transforms a practical task into a considered experience. • Monitor DND and OOO rooms with diligence, acting on welfare concerns immediately and in full accordance with SOP. • Maintain impeccable Guest Relations notes: recording preferences, observations, and interactions in a way that serves the next encounter as richly as the current one. • Practise genuine, knowledgeable upselling; recommending experiences, dining, and services because they are right for this guest, not to meet a metric. • Collaborate daily with Housekeeping, Private Dining, Front Office, Engineering, Concierge, and all relevant departments; communicating with clarity, respect, and shared ownership of the guest outcome. • Embody the 'We Are All Butlers' philosophy: treat every colleague as a contributor to the guest journey, and every interaction – internal or external – as a reflection of the Raffles standard. • Attend shift briefings, department meetings, and training sessions with active engagement. • Contribute to the team's culture through reliability, discretion, and a consistent willingness to support colleagues. Qualifications PERSONAL ATTRIBUTES • Guest Journey Ownership, Empathy & Anticipation, Emotional Intelligence, Personalisation, Cultural Sensitivity, Service Recovery, Attention to Detail, Multitasking, Strong Interpersonal Skills • Commercial awareness. Multi-cultural fluency across international guest profiles. • Neat, polished appearance. Articulate. Good posture. A presence that is both warm and composed. Experience & Qualifications • Minimum 2 years of experience in a guest-facing role in a luxury or ultra-luxury hotel environment. • University degree, preferably in Hospitality Management, Tourism, or a related field. • Proficiency in English is essential; knowledge of other languages is a plus. • Familiarity with Forbes or LQA standards preferred. • Knowledge of Opera PMS. • Flexible availability including nights, weekends, and holidays • Housekeeping, Food and Beverage or/and Guest Relations knowledge AND ABOVE ALL

Knowledge and execution: Hold thorough, practiced knowledge of all Guest Relations Service SOPs and stay current on Raffles Brand Standards, LQA criteria, Forbes Travel Guide standards, and five-star service expectations. Maintain proficiency across platforms used to capture, action, and track the guest journey. Demonstrate accurate knowledge of all room categories, suite configurations, F&B offerings, in-house experiences, and property-wide facilities. Stay informed on arriving guests, their profiles, histories, preferences, special occasions, and intelligence across touchpoints. Remain current on local culture, seasonal events, and the area’s social landscape to serve as a credible resource for guests. Perform the 360° guest journey: embody the brand personality, execute service excellence pillars (Look, Smile, Talk, Listen, Thank), orchestrate the guest journey across departments, own the guest relationship from pre-arrival to post-departure, initiate meaningful pre-arrival contact and personalise the arrival, conduct in-room check-ins and orientations, correspond with guests via appropriate channels, anticipate needs, be proactively present, manage all guest requests with accountability, handle complaints with ownership and composure, inspect arrival and occupied rooms, execute rituals and special occasion set-ups, offer packing/unpacking service, monitor DND and OOO rooms with welfare compliance, maintain detailed guest notes, practice upselling aligned with guest needs, collaborate with Housekeeping/Private Dining/Front Office/Engineering/Concierge, uphold the “We Are All Butlers” philosophy, attend shift briefings and training, and contribute to team culture through reliability and discretion.