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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.