Assistant Guest Services Manager
Role Overview
The Assistant Guest Services Manager role is within FIVE Hotels and Resorts’ hospitality business.
The position focuses on guest-services calling, personalized guest interactions, and team leadership.
Key Skills for This Role
Full Job Posting
Opportunity
The Assistant Guest Services Manager role is within FIVE Hotels and Resorts’ hospitality business.
The position focuses on guest-services calling, personalized guest interactions, and team leadership.
Compensation
- Fixed monthly salary of AED 4,500.
Role qualifications
- Proven experience in a similar role in a luxury hotel environment, delivering high-quality guest experiences.
- Strong skills in personalized calling services and improving customer satisfaction.
- Creative, guest-focused approach; calm and courteous manner; ownership of assigned duties.
- Knowledge of guest services, hotel amenities, local attractions, and industry trends.
- Supervisory and leadership skills; excellent interpersonal skills.
- Excellent written and verbal communication and fluency in English; additional languages are a plus.
- Professional appearance and adherence to grooming standards; hands-on, can-do attitude.
Roles and responsibilities
- Provide guest services through personalized telephone interactions.
- Oversee the daily operations of the Guest Services Calling Team and promote continuous improvement.
- Create and enforce calling scripts and communication protocols.
- Resolve guest inquiries, concerns, and special requests by phone promptly and professionally.
- Improve guest engagement and satisfaction during telephone interactions.
- Partner with Marketing on calls promoting special offers, events, and personalized experiences.
- Coordinate with departments to provide accurate information about hotel services, amenities, and local recommendations.
- Protect guest information by following security and confidentiality protocols.
- Train the calling team on service standards and industry trends.
- Track industry trends and identify ways to improve the guest experience.
About the organization
The employer describes a global business spanning hospitality, entertainment, and real estate, with a diverse team and an emphasis on performance and development.
Success expectations
Connect work to the needs of guests, colleagues, and the business.
Represent the brand in interactions with guests, colleagues, and partners.
Take responsibility for work and complete it with minimal oversight.
Deliver accurate, timely work to expected standards and respond constructively to feedback.
Role details
Department: Front Office.
Job type: Full time.
City listed in the posting: Dubai.
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