Guest Relations Manager

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 The Royal Stables Private Members Club in Abu Dhabi is 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 the Royal Stables’ 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 Royal Stables at events, gatherings, and member activities. - Perform other guest relations, hospitality, and customer experience duties as required. - 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.

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