Guest Relations Supervisor

Be part of an iconic hospitality landmark

Ciel Dubai Marina, part of IHG Hotels & Resorts’ prestigious Vignette Collection, is set to redefine luxury as the world’s tallest hotel. The First Group’s flagship development featuring 1,004 elegantly designed guestrooms, 8 stunning dining destinations, 3 outdoor swimming pools, breathtaking floor-to-ceiling panoramic views, and an array of world-class amenities, Ciel offers an unparalleled hospitality experience.

Designed by the award-winning architectural firm, NORR Group, Ciel has already garnered prestigious industry accolades, including the 2019 International Property Awards for Best International Hotel Architecture and Best Hotel Architecture Arabia. This international recognition establishes Ciel as a landmark development and a symbol of innovation in the hospitality industry.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with Ciel Dubai Marina, Vignette Collection.

About The First Group Hospitality 

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

As a Guest Relations Supervisor, you will be a vital part of our guest experience team, ensuring every guest feels like a VIP from the moment they arrive. You will lead by example in delivering exceptional service, managing daily guest relations operations, and supporting your team in creating memorable experiences that reflect the prestige and elegance of the world’s tallest hotel.

Key Responsibilities:

• Supervise and support the Guest Relations team in delivering personalized service across all guest touchpoints.

• Welcome VIPs, repeat guests, and long-stay guests with tailored attention and seamless experiences.

• Resolve guest concerns and service recovery issues promptly, professionally, and empathetically.

• Monitor guest satisfaction scores and ensure continuous improvement in guest feedback metrics.

• Liaise with other departments (Housekeeping, F&B, Front Office, Concierge, etc.) to coordinate special requests and guest needs.

• Train and mentor Guest Relations Agents, ensuring service consistency and team engagement.

• Assist in curating and executing special guest amenities, welcome experiences, and celebrations.

• Review arrival reports, guest profiles, and preferences to ensure a proactive service approach.

• Maintain strong presence in the lobby and guest areas to ensure visibility and approachability.

• Support the Guest Experience Manager in departmental planning and reporting.

• Minimum 2–3 years of experience in guest relations or front office within a 5-star luxury hotel.

• Prior supervisory experience preferred.

• Strong leadership, communication, and interpersonal skills.

• Proficient in Opera PMS and Microsoft Office applications.

• Passionate about luxury hospitality and creating heartfelt guest connections.

• Excellent problem-solving and decision-making abilities.

• Fluent in English; additional languages are an asset.

• Professional grooming and a confident, service-oriented demeanor.