Guest Experience Manager

Role summary

Guest service and operations

• Coordinate daily operations and plans to meet service quality, customer expectations, and departmental goals.
• Welcome guests warmly, anticipate needs, and provide immediate assistance throughout their stay.
• Recommend and arrange requested services such as car rental, tickets, office services, childcare, repairs, and shopping.
• Maintain knowledge of rooms, services, facilities, hotel operations, local attractions, restaurants, and events.
• Provide check-in and check-out services, handle reservations when needed, and coordinate airport pickups and limousine service.
• Track arrivals, departures, VIPs, groups, special requests, and guest-service engagement; ensure repeat and VIP guests receive appropriate service.
• Build relationships with local businesses and attractions to enhance the guest experience.

Team leadership and safety

• Supervise and assist concierge operations, ensure team adherence to hotel policies, and empower associates to deliver excellent service.
• Coach and review employees, provide feedback, conduct job chats and performance reviews, and lead training and role-play exercises.
• Respond to emergencies using established procedures, comply with loss-prevention policies, and assist with accident investigations.

Candidate profile

• At least two years of experience in a similar role; Les Clefs d’Or membership is mandatory.
• Higher secondary education or above, basic computer skills, and typing speed of 40 words per minute.
• Strong hospitality skills and effective verbal communication with guests and coworkers.
• Knowledge of hotel operations, rooms, local attractions, and events.
• Able to stand and/or walk for prolonged periods.

Workplace and schedule

• Full-time, non-remote hotel role in Dubai.
• The role includes prolonged periods of standing and/or walking.