Assistant Guest Experience Manager

About the hotel

Position summary

Key responsibilities

• Oversee lobby, Guest Relations, and Welcome Lounge operations and coordinate Front Office touchpoints.
• Inspect public areas and VIP spaces, manage lobby guest flow, and oversee VIP arrival protocols.
• Create tailored guest experiences and share guest preferences and delight stories across the hotel.
• Coordinate group movement profiles, room inventory updates, late check-outs, upgrades, and inventory blockings.
• Resolve escalated guest feedback and complaints and use review platforms and surveys to guide improvements.
• Communicate guest intelligence to relevant departments and champion upselling, room upgrades, outlets, amenities, and loyalty programs.
• Lead, mentor, and train Guest Experience Supervisors, Guest Relations Officers, and lobby personnel on service standards, procedures, and safety.
• Ensure teams have the operational tools, systems, and information needed and support onboarding, learning, and luxury mindset workshops.

Qualifications

• At least two years in a supervisory or assistant manager role in Guest Relations, Front Office, or Guest Experience within a five-star luxury hotel.
• Dubai or GCC experience is strongly preferred.
• Advanced proficiency in hotel property management systems such as Opera PMS, guest feedback platforms, and Microsoft Office Suite.
• High fluency in spoken and written English; Arabic, French, or Russian is an advantage.
• Emotional intelligence, conflict-resolution capability, leadership presence, and familiarity with luxury hospitality standards.