Mandarin Oriental Downtown, Dubai is looking for an F&B Guest Relations Manager to join our Food & Beverage Team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai is not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

About the job

Based at the Mandarin Oriental Downtown, Dubai, within the Yù & Mì Restaurant, in Dubai, the F&B Guest Relations Manager will support the Restaurant General Manager and serve as a key liaison between guests and F&B operations. You will ensure that every guest receives a personalised and memorable dining experience and handle any issues with grace and professionalism. The F&B Guest Relations Manager reports to the Restaurant General Manager.

As an F&B Guest Relations Manager, you will be responsible for the following duties:

• To drive continuous improvement, implement robust Customer Relationship Management processes, develop strong guest relationships, and manage guest feedback systems.
• Monitor and analyse guest feedback and satisfaction metrics, supporting the Restaurant Manager in operational and administrative aspects.
• Prioritise high levels of guest engagement, collaborate with other departments, and oversee daily operations and hostess shifts.
• Maintain steady communication with front office, concierge, and reservations teams, manage reservations, and assist in planning special promotional activities.
• Provide leadership and support to colleagues, particularly the hostess team, offering feedback, coaching, and necessary training.
• Ensure customer satisfaction from arrival to departure, create WOW moments, and handle customer complaints effectively.

As an F&B Guest Relations Manager, we expect from you: 

• Hold a High School qualification or equivalent, with a Degree or Higher National Diploma in Hospitality/Hotel/Business Management preferred.
• Have proven experience in guest relations or management roles within luxury hotels or high-end restaurants, and have a strong knowledge of food and beverage operations and luxury service standards.
• Demonstrate market understanding, particularly in restaurants focused on Dubai residents, and possess knowledge of social media and the impact of influencers.
• Exhibit excellent verbal and written communication skills in English and Arabic (or other languages), with strong interpersonal skills to interact effectively with guests and colleagues.
• Show exceptional organisational skills and attention to detail, with the ability to multitask and prioritise in a fast-paced environment.
• Have physical capabilities to stand for long periods and flexibility to work various shifts, including evenings, weekends, and holidays as per business needs.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Colleague Comfort and Convenience: Benefit from comfortable accommodation, a duty transportation, and duty meals to ensure your work experience is both enjoyable and hassle-free.
• Competitive Salary and Benefits: We offer a competitive salary and an attractive benefits package, fully aligned with UAE industry standards, to ensure your financial well-being and stability.

We’re Fans. Are you?