Assistant Guest Experience Manager (German Speaker)| Hilton Dubai Palm

Hilton; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking an Assistant Guest Experience Manager to enhance the experience of VIP and long-stay guests. This dynamic role involves managing guest interactions, ensuring exceptional service, and maintaining high standards in the lobby and reception areas. The ideal candidate will possess strong leadership and communication skills, a passion for customer service, and the ability to work effectively under pressure. Join a vibrant team and contribute to creating memorable experiences for guests in a luxurious setting, where your efforts will be recognized and rewarded.

Qualifications

• Previous managerial experience in a customer service function.
• Ability to listen and respond to demanding Guest needs.

Responsibilities

• Manage the needs of VIP Guests and ensure hotel departments are briefed.
• Resolve Guest complaints and maintain high customer service standards.

Skills

Customer Service

Leadership

Interpersonal Skills

Communication Skills

Problem-Solving

Flexibility

Tools

Property Management Systems

IT Proficiency

Job description

At Hilton Dubai Palm Jumeirah, an Assistant Guest Experience Manager assists with managing the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

What will I be doing?

As an Assistant Guest Experience Manager, you will assist with managing the needs of VIP Guests and inform other Team Members of VIP needs to ensure an exceptional Guest experience. An Assistant Guest Experience Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Meet, greet and direct Guests who enter the lobby area
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
• Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
• Manage, record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all Reception meetings and Executive Lounge Meetings
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary

What are we looking for?

At Hilton Dubai Palm Jumeirah, Assistant Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous managerial experience in a customer service function
• An ability to listen and respond to demanding Guest needs
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer service function or a similar role
• A passion for delivering an exceptional level of Guest service
• High level of IT proficiency