Location: UAE
Reports to: Restaurant Manager (Assistant General Manager)
Department: Front of House
Industry: Hospitality / Food & Beverage / Lifestyle
Employment Type: Full-time

Role Overview

The Guest Relations Executive is responsible for managing the guest journey from first contact to departure, ensuring a warm, professional, and seamless experience in line with FAB Group standards. As the first and last point of contact, this role plays a critical role in shaping guest perception, managing reservations and seating, and supporting the service team in delivering a consistently high-quality hospitality experience.

The role combines guest engagement, operational coordination, and attention to detail, with a strong focus on reservations flow, VIP handling, and personalised service.

Key Responsibilities

Guest Experience & First Impressions

• Welcome guests warmly and professionally, acting as the face of the venue

• Create a positive first impression aligned with brand standards and service culture

• Manage guest expectations during busy service periods with confidence and calm

Reservations & Seating Management

• Manage reservations across all platforms, ensuring accuracy and optimal table allocation

• Control seating flow, walk-ins, waitlists, and peak-time capacity management

• Coordinate closely with floor managers to align bookings with operational capacity

Guest Data & Personalisation

• Maintain accurate guest profiles, preferences, and special requests

• Handle VIPs, regular guests, and group bookings with discretion and care

• Support personalised service and repeat visitation initiatives

Coordination & Communication

• Communicate clearly with floor teams regarding arrivals, priorities, and guest needs

• Support service recovery by escalating guest feedback or issues to management promptly

• Ensure smooth handovers between shifts

Standards & Professionalism

• Maintain impeccable presentation of the host desk and reception area

• Uphold grooming, professionalism, and brand representation at all times

• Ensure guest data is handled in line with privacy and data protection standards

KPIs & Success Metrics

• Guest satisfaction and feedback quality

• Accuracy and efficiency of reservations and seating flow

• Quality of guest data and repeat visitation

• Professionalism and brand representation

Candidate Requirements

• 2-4 years’ experience in guest relations or hosting within a premium hospitality environment

• Strong communication and interpersonal skills

• Experience using reservation and guest management systems

• Calm, professional approach under pressure

• Fluent in English; additional languages are an advantage