Guest Relations Manager

About the Role

Sunset Hospitality Group (SHG) is a global lifestyle hospitality company with a wide-ranging portfolio that includes hotels and resorts, restaurants, beach clubs, nightclubs, fitness centers, and more. The group manages 111 properties across 26 countries and focuses on delivering genuine, varied hospitality experiences that connect people worldwide.

This opening is for an experienced and enthusiastic Guest Relations Manager to lead the guest experience at TAPASAKE, a growing dining concept that combines Japanese cuisine with Mediterranean influences. The venue brings together modern culinary methods, traditional techniques, elegant surroundings, scenic views, and energetic poolside settings, creating a refined and memorable experience for guests.

Role Overview

In this position, you will oversee the guest relations function, ensure smooth arrival and departure experiences, manage VIP guests and special occasions, respond to guest feedback professionally, and partner closely with restaurant operations to create service moments that consistently exceed expectations.

Key Responsibilities

• Manage the full guest relations function, including its processes and day-to-day operating standards.
• Ensure the team follows approved procedures consistently to maintain service quality.
• Design personalized experiences that leave a strong and lasting impression.
• Handle VIPs, celebrities, and returning guests with discretion and care.
• Strengthen guest loyalty and encourage positive word-of-mouth for the brand.
• Lead service recovery efforts for sensitive or high-visibility situations.
• Collaborate with operations, reservations, food and beverage, and marketing teams to improve the complete guest journey.
• Coach and support the guest relations team in delivering luxury-level hospitality.
• Answer phone calls courteously, promptly, and effectively while understanding guest needs accurately.
• Drive repeat business through strong relationship management and meaningful guest interaction.
• Identify opportunities to support revenue growth.
• Monitor market activity, trends, and competitor positioning to inform a strategic approach.
• Record and track reservations and guest special requests, coordinating with the right departments for smooth execution.
• Review reservations and arrival reports on a daily basis.
• Maintain clear communication regarding bookings and occupancy.

Candidate Profile

The ideal candidate brings proven experience as a Guest Relations Manager, ideally gained over 3 to 5 years in upscale lifestyle dining environments. The role calls for a strong leader with excellent people management skills, sharp interpersonal and organizational ability, and a solid understanding of business trends and competitor activity. A genuine passion for outstanding guest service, along with strong communication, problem-solving, analytical, and project management skills, is essential.

Additional Requirements

Candidates should have hands-on experience handling reservations, VIP guests, and service recovery. A strong working knowledge of policies and procedures, including how to develop and apply them, is important. The role also requires excellent relationship-building ability, a cooperative team attitude, and fluency in English. Knowledge of additional European languages will be considered an advantage.

Workplace

This is a full-time, onsite opportunity based in Dubai, United Arab Emirates.