Guest Relations Officer

About Raffles Hotels & Resorts

Established in 1887, Raffles Hotels & Resorts is a heritage-rich luxury brand renowned for crafting timeless stories and experiences. Located in iconic destinations worldwide, Raffles offers culturally immersive and intellectually engaging experiences while honoring local communities, history, and environmental responsibility.

About Raffles The Palm

Launched in 2021 on Palm Jumeirah’s western crescent—the world’s largest man-made island—this grand beach resort features 340 spacious rooms, suites, and villas inspired by European palace elegance and enhanced with Italian handcrafted furnishings. Guests enjoy breathtaking views, private beachfront access, cutting-edge entertainment and recreational facilities, specialty boutiques, a VIP movie theatre, signature private dining, and exquisite banqueting and conference spaces.

Position Overview

We are seeking a Guest Relations Officer to join our luxury hospitality team at Raffles The Palm. Reporting to the Guest Relations Supervisor or Guest Experience Manager, this pivotal role focuses on creating exceptional, personalized guest journeys from pre-arrival through post-departure. The Guest Relations Officer acts as the seamless and attentive link ensuring guest satisfaction and fostering loyalty through heartfelt, proactive service.

Key Responsibilities

• Master all Guest Relations Standard Operating Procedures (SOPs) to confidently deliver consistent, high-quality service.
• Stay updated on Raffles brand standards, LQA requirements, Forbes Travel Guide criteria, and global five-star service benchmarks.
• Maintain proficiency with software platforms essential for managing and tracking the guest experience.
• Possess comprehensive knowledge of room types, suites, food and beverage options, in-house experiences, and resort facilities.
• Continuously review guest profiles, histories, preferences, and special occasions to anticipate needs.
• Be well-informed about local culture, seasonal events, and social activities to serve as an authentic resource.
• Exemplify the Raffles brand personality—Charming, Graceful, Thoughtful, and Welcoming—in every guest interaction.
• Implement the Top 5 pillars of service excellence: Look, Smile, Talk, Listen, and Thank consistently.
• Coordinate guest experience across departments, owning the guest relationship seamlessly throughout their stay.
• Conduct personalized pre-arrival outreach and in-room check-ins with warmth and tailored engagement.
• Communicate clearly and elegantly with guests through verbal, written, and digital channels.
• Proactively anticipate and fulfill guest requests; oversee resolution of complaints with professionalism and follow-through until satisfaction is restored.
• Inspection of rooms from a guest relations perspective and precise execution of special occasions and Raffles rituals.
• Deliver packing and unpacking services with discretion, transforming a practical task into a thoughtful experience.
• Monitor and respond to 'Do Not Disturb' and 'Out of Order' room statuses, prioritizing guest welfare in line with SOPs.
• Keep meticulous records of guest preferences and interactions to enhance future engagements.
• Upsell experiences, dining, and services authentically based on guest fit rather than targets.
• Collaborate daily with departments such as Housekeeping, Dining, Front Office, Engineering, and Concierge to ensure a unified guest experience.
• Embody the "We Are All Butlers" philosophy, appreciating all colleagues as vital contributors to guest satisfaction.
• Participate actively in briefings, meetings, and training, contributing positively to team culture with reliability and discretion.

Required Qualifications and Attributes

• At least 2 years of experience in a guest-facing role within a luxury or ultra-luxury hotel environment.
• University degree, preferably in Hospitality Management, Tourism, or a related discipline.
• Fluent in English; additional languages are advantageous.
• Familiarity with Forbes or LQA service standards is preferred.
• Knowledge and experience using Opera Property Management System.
• Availability to work flexible hours including nights, weekends, and holidays.
• Understanding of housekeeping, food and beverage, and guest relations operations.
• Strong personal attributes including empathy, cultural sensitivity, emotional intelligence, meticulous attention to detail, multitasking, and keen interpersonal skills.
• Presentation of a neat and polished appearance alongside articulate communication and confident posture.
• Commercial awareness and ability to engage effectively with diverse international guests.

Company Values

• Respect: Emphasizing fairness and dignity in respecting individual needs and ideas.
• Excellence: Building genuine connections to make others feel valued and special.
• Belonging: Celebrating diversity and fostering mutual support.
• Empowerment: Inspiring initiative to create memorable experiences.
• Integrity: Promoting trust through authenticity and mutual respect.

Additional Information

As part of our team, employees receive exclusive benefits including complimentary and discounted upgrades and stays at Fairmont & Raffles properties, special dining and wellness offers, and other luxury perks. We are dedicated to supporting our staff’s well-being and recognizing their contributions.

Raffles is committed to diversity and inclusion, welcoming candidates from all backgrounds to thrive within an inclusive workplace.

Applicants will be invited to complete an AssessFirst profile and questionnaire shortly after applying, which is a mandatory step for candidacy and helps assess cultural and role compatibility.