Assistant Guest Experience Manager - Luxury Hotel

Accor Group; Dubai; On-site; AED 240,000 - 400,000; Full time

Job summary

Sofitel Dubai Jumeirah Beach is seeking an experienced Assistant Guest Experience Manager to lead personalized guest service and oversee Guest Relations, lobby operations and VIP lounges. Located in Jumeirah Beach Residence, the hotel offers 444 rooms and suites overlooking the Arabian Gulf.

You will coordinate VIP arrangements, manage guest feedback and guide colleagues in delivering Sofitel’s distinctive hospitality.

Qualifications

• Minimum 2 years in a supervisory or assistant management role within Guest Relations, Front Office or Guest Experience.
• Experience in a five-star luxury hotel environment.
• Previous Dubai or GCC experience preferred.

Responsibilities

• Oversee Guest Relations, lobby services and VIP lounge delivery.
• Coordinate VIP arrivals, room inspections and personalized guest amenities.
• Lead Guest Experience teams to ensure Sofitel luxury standards.
• Address guest concerns promptly and drive service recovery.

Skills

Guest Relations

Front Office

Leadership

Customer Service

Tools

Opera PMS

Hotel Management Systems

Job description

Assistant Guest Experience Manager - Luxury Hotel Job Snapshot - Role: Assistant Guest Experience Manager - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Guest Services-Concierge - Experience: Minimum 2 years in a supervisory or assistant management role within Guest Relations, Front Office or Guest Experience at a five-star luxury hotel - Job Type: Full Time - Work Arrangement: On-site

Position Overview Sofitel Dubai Jumeirah Beach is seeking an experienced Assistant Guest Experience Manager to lead personalized guest service and support the delivery of exceptional luxury hospitality. Located in Jumeirah Beach Residence, this five-star hotel offers 444 rooms and suites overlooking the Arabian Gulf, Bluewaters Island and Palm Jumeirah. In this role, you will oversee Guest Relations, lobby services, the Executive Club lounge and Guest Experience teams, ensuring a seamless guest journey from arrival through departure. You will coordinate VIP arrangements, manage complex guest concerns, monitor service quality, analyze guest feedback and guide colleagues in delivering Sofitel 's distinctive approach to personalized hospitality. The successful candidate will bring luxury hotel supervisory experience, strong leadership and interpersonal skills, advanced knowledge of hotel management systems and a genuine commitment to creating memorable guest experiences.

Job Details - Country: United Arab Emirates - City: Dubai - Industry: Hospitality - Function: Guest Services-Concierge - Salary: Not disclosed - Gender: No Preference - Candidate Nationality: Not specified - Job Type: Full Time - Work Arrangement: On-site

Key Responsibilities

Luxury Guest Experience and Lobby Operations

• - Oversee daily Front Lobby, Guest Relations and Welcome Lounge operations.
• - Maintain exceptional presentation and service standards throughout guest-facing areas.
• - Coordinate Front Desk, Bell Desk, Guest Relations and Butler Services activities to ensure service continuity.
• - Conduct regular inspections of lobby spaces, public areas, VIP lounges and arrival and departure zones.
• - Identify presentation or operational concerns and coordinate prompt corrective action.
• - Maintain a visible leadership presence during peak check-in and check-out periods.
• - Manage guest flow and support efficient arrival and departure experiences.
• - Ensure guest interactions reflect Sofitel 's luxury hospitality standards.

VIP Services and Personalized Hospitality

• - Oversee VIP arrival preparations and personalized welcome arrangements.
• - Conduct room inspections before VIP arrivals.
• - Coordinate customized amenities and special guest requirements.
• - Arrange personalized greetings, room escorts and property introductions.
• - Identify guest preferences and personal milestones that offer opportunities for thoughtful service.
• - Encourage teams to create tailored experiences consistent with Sofitel 's Cousu Main hospitality approach.
• - Develop a systematic process for documenting and sharing memorable guest experience stories.
• - Promote creative service ideas that strengthen emotional connections with guests.

Guest Relations and Service Recovery

• - Act as a primary escalation contact for complex guest concerns and complaints.
• - Investigate service issues and identify underlying causes.
• - Coordinate appropriate solutions with relevant departments.
• - Apply sound judgment when resolving sensitive guest situations.
• - Monitor the effectiveness of service recovery actions.
• - Ensure important guest concerns are communicated to the appropriate management personnel.
• - Use guest feedback to identify opportunities for service improvement.
• - Encourage a proactive approach to recognizing and addressing guest needs.

Guest Feedback and Quality Monitoring

• - Monitor guest reviews, in-house satisfaction systems and post-stay surveys.
• - Review feedback from platforms and assessment systems such as LQA, Messagebox, Tripadvisor, TrustYou and Booking.com.
• - Identify recurring service concerns and opportunities to improve guest satisfaction.
• - Translate feedback findings into practical operational improvements.
• - Communicate relevant guest insights to Front Office and other hotel departments.
• - Support continuous improvement in luxury service standards.
• - Monitor guest experience performance and contribute to service quality initiatives.

Room Inventory and Guest Arrangements

• - Coordinate late check-out requests in accordance with hotel procedures.
• - Support room upgrade allocations and specialized inventory blocking.
• - Apply established revenue guidelines when managing guest accommodation requests.
• - Assist departments and executive management with accurate group movement information.
• - Communicate relevant room inventory updates and guest preferences.
• - Coordinate special accommodation requirements with Front Office personnel.
• - Ensure guest arrangements are aligned with operational requirements and hotel procedures.

Cross-Departmental Guest Coordination

• - Share important guest preferences and service requirements with relevant operational teams.
• - Coordinate with Housekeeping regarding room preparation and personalized arrangements.
• - Communicate dietary requirements to Food and Beverage and Culinary teams.
• - Work with Spa personnel on relevant guest preferences and requests.
• - Support accurate information sharing between Front Office and other departments.
• - Follow up on arrangements requiring coordination across multiple teams.
• - Help maintain a consistent guest experience throughout the hotel.

Revenue Development and Loyalty Engagement

• - Support room upgrade and frontline upselling initiatives.
• - Train and motivate colleagues to recognize appropriate revenue opportunities.
• - Contribute to improving Average Daily Rate (ADR) and room revenue through effective upgrade practices.
• - Promote hotel restaurants, spa services and other available facilities.
• - Encourage appropriate communication of hotel amenities and guest experiences.
• - Support loyalty program engagement and activation.
• - Balance commercial objectives with personalized service and guest satisfaction.

Team Leadership and Development

• - Lead and support Guest Experience Supervisors, Guest Relations Officers and lobby personnel.
• - Provide guidance on luxury guest service standards and operational procedures.
• - Train colleagues on LQA requirements, hotel standard operating procedures and safety practices.
• - Reinforce professional service behaviors and attention to guest preferences.
• - Ensure team members have access to necessary operational tools and information.
• - Support effective use of Property Management Systems and Point of Sale systems.
• - Encourage participation in brand onboarding and continuous learning activities.
• - Promote luxury service mindset workshops and professional development.
• - Foster a collaborative working environment focused on guest satisfaction.

Local Knowledge and Guest Recommendations

• - Strengthen team knowledge of Dubai 's attractions, cultural heritage and current events.
• - Develop familiarity with the hotel 's brand history and hospitality identity.
• - Guide colleagues in recommending suitable local experiences.
• - Support the creation of personalized itineraries based on guest interests.
• - Encourage thoughtful recommendations that enhance each guest 's stay.
• - Ensure guest-facing colleagues can provide relevant and accurate local information.

Required Qualifications and Experience

Professional Experience

• - Minimum 2 years of experience in a supervisory or assistant management position within Guest Relations, Front Office or Guest Experience.
• - Experience must be within a five-star luxury hotel environment.
• - Previous experience in Dubai or the GCC is strongly preferred.
• - Demonstrated ability to coordinate luxury guest services and manage operational responsibilities.
• - Experience handling guest concerns and supporting service recovery.
• - Familiarity with luxury hotel guest experience standards.

Technical Skills

• - Advanced proficiency in hotel Property Management Systems, such as Opera PMS.
• - Experience using guest feedback and satisfaction monitoring platforms.
• - Advanced proficiency in Microsoft Office applications.
• - Familiarity with hotel operational systems and guest information management.
• - Ability to interpret guest feedback and identify service improvement opportunities.

Leadership and Guest Service Competencies

• - Strong leadership presence and ability to guide guest-facing teams.
• - High emotional intelligence and sensitivity to guest expectations.
• - Excellent conflict resolution and problem-solving abilities.
• - Thorough understanding of luxury hospitality standards.
• - Strong organizational and coordination skills.
• - Ability to communicate effectively with guests, colleagues and executive management.
• - Sound judgment when handling complex guest situations.
• - Commitment to personalized service and continuous improvement.

Language Requirements

• - High fluency in spoken and written English.
• - Additional language proficiency, including Arabic, French or Russian, is an advantage.

Working at Sofitel Dubai Jumeirah Beach

Working at Sofitel Dubai Jumeirah Beach Sofitel Dubai Jumeirah Beach is a five-star luxury hotel situated in Jumeirah Beach Residence, with direct access to The Walk and the beachfront leisure and retail destination, The Beach. The property features 444 rooms and suites with panoramic views extending across the Arabian Gulf toward Bluewaters Island, Ain Dubai and Palm Jumeirah. The hotel combines luxury accommodation with culinary experiences and personalized guest service. As Assistant Guest Experience Manager, you will contribute to the hotel 's commitment to distinctive hospitality by coordinating guest-facing teams, supporting service excellence and creating meaningful experiences for visitors. The role offers an opportunity to apply leadership and guest relations expertise within a luxury hotel environment where attention to detail, personalization and collaboration are central to daily operations.

About Sofitel and Accor

About Sofitel and Accor Sofitel is part of Accor 's international hospitality network, bringing together French-inspired luxury hospitality and distinctive local experiences. At Sofitel Dubai Jumeirah Beach, the guest experience is shaped by thoughtful service, personalized attention and a commitment to creating memorable stays. Accor encourages an inclusive working environment that values professional development, collaboration and individual contributions. As part of the hotel 's guest experience leadership team, you will help maintain luxury service standards while supporting colleagues in delivering warm, attentive and personalized hospitality.