Guest Experience Manager, One and Only One Za'abeel

Role overview

Operations and guest experience

• Monitor daily Host assignments and supervise the welcome experience.
• Ensure VIP, special-request, and long-stay rooms are prepared, coordinate with Housekeeping, and check rooms before arrival and during stays.
• Manage VIP profiles, personalized amenities, guest preferences, and communications with relevant departments using systems such as ALICE, SAGA, and Opera.
• Resolve guest incidents, follow up on dissatisfaction, and escalate issues when needed.
• Arrange dining and activities for guests and participate in events when required.
• Support guests' departures and maintain contact with regular guests who need future bookings.
• Complete assigned projects within deadlines and budgets.

Quality and financial responsibilities

• Promote property quality and brand standards, including LQA/Forbes Standards and Brand Markers.
• Analyze guest feedback from internal comments, online platforms, and ReviewPro to improve satisfaction.
• Maintain knowledge of the property, location, local culture, arts, nature, and area activities.
• Monitor gift and food-and-beverage amenity costs and prepare monthly reports.
• Assist the Director of Rooms with budget and forecast preparation.
• Support room revenue through upselling and inventory management initiatives.

People management

• Assist with recruitment and selection for the Host Department.
• Monitor punctuality, uniforms, personal appearance, and hygiene standards.
• Identify training needs and organize training sessions.
• Recruit, retain, motivate, develop, empower, and coach team members; conduct performance and salary reviews and resolve problems.
• Build a supportive team environment and lead by example to deliver memorable guest experiences.

About you

• At least three years of experience in guest-relations management in a luxury hotel.
• Fluent English, both written and oral; knowledge of other languages is an advantage.
• Exceptional communication and interpersonal skills and natural leadership and management abilities.
• Strong attention to detail, problem-solving, and decision-making abilities.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Familiarity with hotel reservation systems, Microsoft Office, ALICE, SAGA, and Micros.