Guest Experience Manager
Role Overview
The Guest Experience Manager leads guest services and supports a personalized, high-quality hotel experience.
Key Skills for This Role
Full Job Posting
About SLS Dubai
SLS Dubai Hotel and Residences is a luxury five-star city hotel in the Ennismore and Accor group.
The property includes 254 hotel rooms, 321 hotel apartments, and 371 branded residences across 75 floors.
The hotel is a landmark in Dubai's Downtown District.
Role overview
The Guest Experience Manager leads guest services and supports a personalized, high-quality hotel experience.
Responsibilities
- Welcome guests and provide personalized assistance and information about hotel services, facilities, and local attractions.
- Resolve complaints, concerns, and special requests promptly and professionally.
- Supervise Guest Services operations and maintain service standards.
- Coach and train team members in communication, service delivery, guest engagement, and upselling.
- Review surveys, online reviews, and direct feedback to identify trends and improvement opportunities.
- Coordinate guest requests and operational issues with housekeeping, maintenance, food and beverage, and other departments.
- Develop guest experience initiatives, events, packages, customized greetings, and personalized services.
- Oversee hotel systems and processes for check-ins, check-outs, reservations, requests, and guest records.
- Manage communications and service recovery during emergencies and operational disruptions.
- Promote hotel facilities and room upgrades based on guest needs.
- Monitor hospitality trends and competitor offerings and implement service improvements.
Qualifications
- Previous customer-service experience is required; hospitality experience is preferred.
- Excellent communication and interpersonal skills, including strong verbal and written English.
- Strong problem-solving skills and a proactive approach to guest satisfaction.
- Remain calm and professional under pressure; multitask in a fast-paced environment with attention to detail.
- Proficiency in relevant computer applications and hotel management systems.
- Friendly demeanor and ability to work independently and collaboratively.
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