Senior Guest Relations Officer Resume Sample

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Nour Khalil

Senior Guest Relations Officer

Memorable stays, loyal guests, problems made to vanish

[email protected]
+971 4 555 0495
linkedin.com/in/nour-khalil-guestrelations

Senior guest relations officer with nine years in five-star hospitality in Dubai, dedicated to making guests feel genuinely looked after. Leads the guest-relations desk of a large luxury hotel, handles VIP and loyalty guests, and turns complaints into recovered, returning customers. Lifted the hotel's guest-satisfaction and online-review scores through proactive service and fast, thoughtful problem-solving. Coordinates personalised welcomes, special occasions and bespoke requests across departments, and mentors junior guest-relations staff. Fluent across cultures and languages, with the warmth and composure luxury service demands. Looking for a senior guest-relations or guest-experience role with a property that competes on service.

Work Experience

Marina Grand Hotel (5-Star) - Dubai, UAE

Senior Guest Relations Officer April 2017 to Present 9 years & 3 months

Lead the guest-relations desk of a large luxury hotel, owning VIP, loyalty and special-occasion guests.
Lifted the hotel's guest-satisfaction and online-review scores through proactive, personalised service.
Turn complaints into recovered, returning guests with fast, thoughtful and empowered problem-solving.
Coordinate personalised welcomes, room amenities and bespoke requests across departments.
Handle VIP arrivals and high-profile guests with discretion and seamless attention to detail.
Mentor and coach junior guest-relations staff on service standards and recovery.

City Luxury Hotel - Dubai, UAE

Guest Relations Officer August 2013 to March 2017 3 years & 8 months

Welcomed and assisted guests, handling requests, queries and complaints at a luxury property.
Managed loyalty-guest recognition and personalised touches during stays.
Built solid service and recovery skills working under senior guest-relations staff.
Earned the senior guest-relations role on the strength of guest feedback.
Education

Emirates Academy of Hospitality Management

BA in Hospitality Management (September 2010 to June 2013)

Degree in hospitality management covering guest experience, operations and service excellence, with a five-star hotel placement. The placement led into a guest-relations role. Built the service foundation luxury hospitality demands.

Luxury Hospitality Institute

Certificate in Luxury Guest Experience (January 2016 to June 2016)

Certification in luxury guest experience and service-recovery techniques for high-end properties. It sharpened the personalisation and complaint-recovery skills central to the role. Applied directly to lifting guest-satisfaction scores.
Highlights

Higher guest-satisfaction scores

Lifted the hotel's guest-satisfaction and online-review scores through proactive, personalised service. In luxury hospitality, those scores directly drive bookings and the property's reputation.

Complaints into loyalty

Turns service failures into recovered, returning guests through fast, empowered and genuine problem-solving. A well-handled complaint often creates a more loyal guest than a flawless stay.
Certifications

Luxury Guest Experience

Luxury Hospitality Institute (June 2016 to Present)

Certification in luxury guest experience and service-recovery techniques for high-end properties. It sharpened the personalisation and recovery skills central to the role. Applied directly to lifting guest-satisfaction scores.
Activities & Interests
On Phone
Movies
Dancing
Meet People
Baking
Professional Skills
  • Guest Relations
  • Service Recovery
  • VIP & Loyalty Handling
  • Complaint Resolution
  • Personalisation
  • Cross-Department Coordination
  • Guest Satisfaction Metrics
  • Property Management Systems
  • Team Mentoring
  • Cross-Cultural Service
Langauges

Arabic

Native or Bilingual Proficiency

English

Full Professional Proficiency

French

Professional Working Proficiency
Personal Info

Location

Dubai, UAE

Nationality

Lebanese

Gender

Female

Notice Period

1 month

Date of Birth

1991-06-18
Personal Skills

Warmth

Composure

Communication

Empathy

Discretion

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