About Viya:

Viya is the UAE’s leading golf and hospitality management group, operating a portfolio of championship golf courses, award-winning restaurants, premium leisure and recreation facilities, innovative entertainment concepts, and digital platforms. Since launching Emirates Golf Club in 1988, the region’s first all-grass course, the group has expanded to include Dubai Creek Golf & Yacht Club, Jumeirah Golf Estates, Yas Links Abu Dhabi, Saadiyat Beach Golf Club, Yas Acres Golf & Country Club, Topgolf Dubai, Tiger Strikes, and recreation brands such as Viya Fit and Viya Padel.

As part of wasl Hospitality & Leisure, Viya is recognised as a guardian of golfing heritage and a leader in modern hospitality. Its operations are underpinned by the Viya App, a loyalty-driven platform that integrates bookings, rewards, and spendable benefits across the portfolio. Dedicated to innovation, sustainability, and excellence, Viya connects communities to extraordinary experiences and continues to shape Dubai and the UAE as global destinations for sport, leisure, and lifestyle.

JOB DESCRIPTION

Position                     :           GUEST RELATIONS EXECUTIVE

Department               :           FOOD & BEVERAGE SERVICE

Responsible To         :           RESTAURANT MANAGER/F&B MANAGER

Responsible For       :           HOSTESS

(Supervises)

Purpose and Scope of Position

(Job Summary)

Purpose

The Guest Relations Executive is responsible for delivering a warm, seamless, and personalised guest journey from arrival to departure. The role focuses on guest engagement, reservations, front-of-house flow, and building strong relationships with members, VIPs, and regular guests. This position ensures a smooth operation at the hostess desk while supporting service standards, guest satisfaction, marketing initiatives, and revenue performance.

Scope of Position

Guest Experience – Deliver exceptional welcomes and personalised service, ensuring guests feel valued and recognised.

Reservations & Communication – Manage bookings, confirmations, special requests, and guest preferences to ensure accurate planning and smooth service execution.
Guest Feedback & Reviews – Monitor and encourage guest feedback on platforms such as TripAdvisor, Google Reviews, and Hoick, supporting outlet reputation.
Guest Relationship Management – Maintain strong relationships with members, VIPs, regular guests, and concierge partners to drive repeat business.
Hostess Desk Operations – Guide and support the hostess team to ensure professional desk standards, smooth seating, and clear communication.
Sales & Promotion – Promote events, upsell experiences, and support revenue targets through proactive guest engagement.

Marketing Collaboration – Work with the Marketing Team to support outlet promotions, activations, and campaigns that drive footfall and bookings.
Events & Member Engagement – Support member events, activations, VIP functions, and special occasions as required.
Administration – Maintain accurate guest databases, VIP lists, profiles, reservation notes, and reporting.

Brand Standards – Uphold Dubai Golf grooming, communication, and service standards at all times.

Main Duties:

(Job Related Duties)

1. Guest Experience

• Welcome guests warmly and professionally, using guest names whenever possible and ensuring the first impression reflects Dubai Golf standards.
• Manage guest arrivals and flow by coordinating seating, walk-ins, reservations and waitlists during service.
• Maintain strong visibility at the entrance/hostess area during peak periods to ensure guests are supported quickly and consistently.
• Personally manage VIP guests, members, and regulars by ensuring they receive personalised attention, priority handling, and accurate reservation notes.
• Anticipate guest needs and manage special requests such as preferred seating, celebrations, dietary notes, accessibility requests, and timing needs.
• Handle guest concerns at the door professionally and escalate to the Restaurant Manager/Supervisor when needed.
• Ensure guest departure is positive by thanking guests, acknowledging feedback, and encouraging future visits.
• Support the overall guest journey by coordinating with service team to ensure smooth service pacing and guest satisfaction.

2. Reservations & Communication

• Manage reservations through SevenRooms (or designated reservation system) ensuring bookings are accurate and up to date.
• Confirm bookings via phone/WhatsApp/email where required, ensuring guest details and requirements are captured properly.
• Record special occasions (birthdays, anniversaries, VIP visits) and ensure preparation is communicated to service and kitchen teams.
• Manage pre-orders, group menus, booking deposits, cancellation policy communication and no-show follow up where required.
• Coordinate table allocation by balancing capacity, pacing, and ensuring the best guest experience (not overbooking).
• Manage waitlists efficiently, keeping guests informed of expected waiting times and maintaining calm and professional communication.
• Communicate large bookings, group requirements, and VIP notes clearly to Restaurant Manager, Supervisor, kitchen and bar.
• Ensure accurate internal communication and handover between shifts, including reservations, cancellations and special requests.

3. Guest Feedback & Reviews

• Monitor guest reviews across platforms including TripAdvisor, Google Reviews, Hoick and other relevant channels.
• Encourage guests to provide feedback and leave reviews in a natural and guest-friendly manner when appropriate.
• Respond or support management response process to reviews and guest feedback in a professional tone aligned to brand standards (as per outlet process).
• Follow up with guests where necessary regarding constructive feedback, complaints, or service recovery opportunities.
• Track review trends and recurring feedback points, sharing insights with the management team for improvement actions.
• Support initiatives to improve outlet review ratings and guest satisfaction through proactive service recovery and guest engagement.

4. Guest Relationship Management

• Build rapport with regular guests, members and VIP individuals to strengthen loyalty and repeat business.
• Maintain a detailed and updated guest database including preferences, allergies, favourite tables, beverage choices and visit history (where applicable).
• Identify high-value guests and ensure they receive consistent recognition and personalised service over time.
• Proactively reach out to guests regarding promotions, special events, peak bookings (weekends), and seasonal offerings.
• Coordinate with surrounding hotel concierge teams to increase bookings and improve the outlet’s visibility in the market.
• Keep a record of guest celebrations, special dates, and guest notes to support personalised engagement and service delivery.
• Support guest retention initiatives by encouraging return visits and ensuring memorable guest experiences.

5. Hostess & Front Desk Operations

• Support and guide the hostess team during service, ensuring standards are maintained and communication is clear.
• Train hostess team members on reservation system basics, greeting standards, guest communication, and seating planning.
• Ensure seating plans, arrival lists, and VIP notes are accurate, updated, and communicated to the service team.
• Maintain a professional and organised hostess desk with correct materials (reservation lists, menus, stationeries, radios, signage).
• Ensure guest arrival and seating is managed smoothly even during busy periods by supporting door control and guest communication.
• Act as a point of contact for walk-in management and reservation changes during service.
• Ensure the entrance experience aligns with outlet identity and Dubai Golf brand standards.

6. Sales & Revenue Support

• Support outlet revenue by promoting premium experiences, preferred seating areas, celebrations, and event packages (where available).
• Encourage bookings for peak periods, special events, and seasonal campaigns through guest engagement and outreach.
• Promote outlet offers, themed nights, and signature experiences confidently to guests and members.
• Identify opportunities to increase spend per cover through guest recommendations and experience-based upselling.
• Communicate guest trends and booking behaviour to management to support revenue planning and service improvements.
• Support repeat guest conversion through strong guest relationship management and follow up.

7. Marketing & Guest Engagement

• Work closely with the Marketing Team to support outlet promotions, events, campaigns and social initiatives.
• Share guest insights, booking trends, demographics, and guest behaviour to support targeted marketing activity.
• Promote upcoming events and key outlet offerings at the hostess desk and throughout guest interaction.
• Support event attendance through proactive guest outreach, reminders and confirmations where required.
• Assist in driving footfall by reaching out to regular guests and members with invitations and promotions.
• Coordinate guest communication for special activations, seasonal menus, and loyalty-focused initiatives when required.

8. Teamwork & Communication

• Maintain clear and professional communication with the Restaurant Manager, Supervisor, Captains, service team, kitchen and bar.
• Share key guest notes including VIPs, member preferences, celebrations, allergy notes and service follow-ups.
• Support colleagues during busy operations by assisting with guest flow, table status updates and communication.
• Provide quick guidance and support to junior colleagues, especially within the hostess team.
• Assist across other outlets, events or large-scale operations when required by management.
• Ensure a smooth service period through consistent teamwork and communication between departments.

9. Learning & Development

• Attend mandatory training sessions including service standards, safety, guest engagement, and system training.
• Stay updated on menu changes, promotions, events and outlet updates to confidently communicate to guests.
• Participate in daily briefings and contribute guest-related insights such as booking trends, VIP notes and guest feedback.
• Continuously improve guest engagement skills through feedback, coaching and learning opportunities.
• Support internal initiatives to enhance guest satisfaction and service consistency.

10. Brand Standards

• Maintain Dubai Golf-approved grooming, uniform standards, and professional appearance at all times.
• Demonstrate warm, confident and professional communication while representing the outlet and Dubai Golf brand.
• Uphold Dubai Golf Mission, Vision and Values through daily behaviour and guest interaction.
• Be a role model for punctuality, professionalism and guest service behaviour.
• Maintain a calm and positive approach during busy periods, challenges and guest complaints.

2. Ancillary Duties:

In line with the Club’s strive for continuous improvement, you may be requested to participate in various extra activities contributing towards individuals and organizational growth.

Represent the department or a group in various committees, such as the Staff Committee, Green Theme (environmental), Food Committee, Sport Committee or projects. Be trained as a Fire Marshall or First Aider.

3. Quality Responsibilities:

Aware of Dubai Golf Mission, Vision and Values. Will be responsible to apply the 4 Service Steps throughout serving internal and external customers.

4.  IT Security Awareness:

1. Read, Understand and comply with all applicable Information Security Policies and Procedures of wasl DG.
2. Co-operate, co-ordinate and share information with Internal/External Audit teams as appropriate and applicable.
3. Attend Information Security Awareness sessions conducted by the wasl IT Department.
4. All Information Security breaches, events, weaknesses, incidents (actual or suspected breaches) shall be immediately reported to the IT Service Desk.

5. Levels of Authority:

Prepared by:             Group F & B Manager

Approved by:           Group F & B Manager

POSITION: GUEST RELATIONS EXECUTIVE

I.D. Number:   ____________________________

Employee:     _____________________________

Signature:     _____________________________

Approved by:

_________________________________

F&B Manager/Group F&B Manager

Date: ____________________________

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Viya is proud to have a thriving, multicultural workforce representing over 80 nationalities, including both Emiratis and expatriates, who bring diverse perspectives, skills, and experiences to our organisation. Our people are at the heart of everything we do, and we foster a culture built on teamwork, passion, and excellence, where every individual is encouraged to grow and contribute to our shared success.