Fairmont The Palm is a world-class luxury resort situated on the iconic Palm Jumeirah Island in Dubai. Boasting 391 elegantly designed guest rooms and suites, including dedicated Fairmont Gold accommodations, the resort delivers exceptional hospitality and unforgettable guest experiences. Guests can enjoy 11 diverse dining venues, such as the Michelin Guide recommended Little Miss India (2022 & 2023), Frevo (Brazilian Churrasco), Seagrill Bistro, Ba Restaurant & Lounge, Flow Kitchen, and more. The property also offers a premium beach and pool area, Serenity Spa Dubai, a health club, and the Fairmont Falcons Kids’ Club.

Job Description:
As a Guest Relations Agent, you will be the face of Fairmont The Palm, delivering warm, personalized experiences from the moment of guest arrival to departure. This role is pivotal in maintaining Fairmont’s brand standards while ensuring a smooth, welcoming experience for every guest.

Key Responsibilities:

• Execute all guest arrival and departure procedures according to brand standards.

• Perform guest registration and data collection, ensuring efficient check-in/out processes.

• Provide welcome drinks and towels upon guest arrival.

• Maintain a clean, organized lobby area and manage guest queues effectively.

• Review Group Resumes, VIP reports, and daily business reports regularly.

• Adhere to hotel grooming and appearance standards at all times.

• Manage cash handling, credit card transactions, and gift card redemptions.

• Assist Concierge or Royal Service Agent as required.

• Handle guest complaints professionally or escalate to the manager as needed.

• Coordinate room readiness and communicate with Housekeeping and Guest Services.

• Post charges for late check-outs and ensure proper documentation.

• Balance cash reports and securely submit remittance envelopes.

• Enforce key handling procedures to maintain maximum room security.

• Promote hotel services, ALL loyalty program, and Front Office up-selling initiatives.

• Use Royal Service team for internal communication and guest messaging.

• Uphold all departmental policies, safety procedures, and service standards.

• Execute additional duties as assigned by management.

Required Qualifications:

• Strong passion for exceptional guest service.

• Excellent written, verbal communication, and interpersonal skills.

• Highly organized and able to multitask in a high-pressure environment.

• Degree or Diploma in Hospitality Management is preferred.

• Fluency in English; knowledge of an additional language is a plus.

• Minimum 1 year of experience in a hotel environment preferred.

• Knowledge of Opera or Opera Cloud PMS is an asset.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).

• Ability to work independently and prioritize multiple tasks.

• Familiarity with hotel loyalty programs is advantageous.