Guest Relations Executive

Company Description

Hyde is much more than a brand – it is a state of mind. We celebrate the true spirit of discovery and the adventure of human connection. Authentically personal and captivating iconic moments.

Job Description

We are seeking a professional and enthusiastic Guest Relations Executive to join our team! As the primary liaison between our guests and all hotel departments, you will be instrumental in delivering exceptional service experiences and ensuring every guest enjoys a memorable stay. This role requires a detail-oriented professional who is passionate about anticipating guest needs, managing VIP arrivals, and maintaining the highest standards of luxury service excellence.

• Greet and welcome guests in the lobby with warmth and professionalism, escorting them to their accommodations and ensuring a seamless check-in experience
• Coordinate with the Front Office team to prepare for VIP arrivals, including room allocations, welcome amenities, personalized cards, and express check-in procedures
• Attend daily luxury forum briefings to stay informed of VIP arrivals, special requests, and guest preferences, and communicate this information to relevant departments
• Anticipate and fulfill guest requests with discretion and efficiency, ensuring all special needs are documented and addressed promptly
• Manage guest complaints and concerns with empathy and professionalism, working collaboratively with hotel management to resolve issues and maintain guest satisfaction
• Maintain detailed guest history records and preference profiles to personalize future interactions and enhance the guest experience
• Liaise across all hotel departments to coordinate services, activities, and special arrangements that align with guest expectations
• Support the Front Office team during peak periods and busy operations, demonstrating flexibility and a collaborative approach
• Encourage guests to provide feedback through questionnaires and surveys, capturing valuable insights for continuous improvement
• Maintain impeccable personal grooming and presentation standards that reflect our luxury brand image at all times
• Perform additional duties and special projects as assigned to support organizational goals

Qualifications

• Minimum 2-3 years of proven experience in guest relations, front office, or customer service within a luxury five-star hotel or hospitality environment
• Strong understanding of luxury service standards, guest engagement protocols, and VIP service expectations
• Demonstrated experience handling VIP guests, managing special requests, and resolving complaints with discretion and professionalism
• Proficiency with hotel Property Management Systems (PMS), such as Opera or similar platforms
• Fluent English communication skills, both written and verbal
• Additional language proficiency, particularly French, Spanish, or Arabic (highly desirable)
• Excellent interpersonal and communication skills with the ability to build rapport with diverse guest populations
• Strong organizational and time management abilities with the capacity to multitask and prioritize effectively
• Problem-solving mindset with the ability to think analytically and make decisive decisions under pressure
• Flexibility to work rotating shifts, weekends, and public holidays as required
• Impeccable grooming and professional presentation standards
• High level of emotional intelligence and empathy in guest interactions
• Ability to work collaboratively within a team environment while maintaining individual accountability
• Background in hospitality or a related field is an advantage