Assistant Guest Services Manager

FIVE Hotels & Resorts; Abu Dhabi; On-site; AED 46,000 - 55,000; Full time

Job summary

FIVE Hotels & Resorts in Abu Dhabi seeks a dynamic Guest Services Leader to manage the calling team and deliver exceptional guest experiences.

You will develop scripts, handle guest inquiries, and collaborate with marketing to promote events and offers, ensuring high standards of service across all interactions.

Qualifications

• Experience in luxury hotel guest services.
• Strong verbal and written communication skills in English.
• Proven ability to lead a guest services team.

Responsibilities

• Be responsible for managing the Guest Services Calling Team and driving excellence.
• Develop and implement calling scripts and communication protocols.
• Address and resolve guest inquiries and special requests promptly.
• Collaborate with Marketing to promote offers and events via calling campaigns.
• Foster a culture of continuous improvement and exceptional guest experience.

Skills

Guest Services

Phone Communication

Team Leadership

Customer Experience

Job description

Job description

Your Journey Starts Here.

This Isn't Just A Role - It's APosition Within A Global Lifestyle Powerhouse.

At The Group, you'll operate at the crossroads ofculture, entertainment, and commercial ambition - contributing to an ecosystemthat spans hospitality, entertainment, real estate, and beyond.

The Opportunity

A Platform for Those Who Deliver.

Whetheryou're in a frontline role, a specialist function, or a leadership position, every role presents an opportunity to make a meaningful impact.

Compensation

• A fixed monthly salary of AED 4,500 offered as part of this exciting career opportunity.

Roles and Responsibilities

You Take Ownership. You Deliver WithPrecision.

Youapproach your responsibilities with discipline, a clear understanding of whatthe business requires, and a consistent attention to quality - workingcollaboratively and focused, at all times, on delivering meaningful output.

• A proven track record in a similar role in a Luxury Hotel environment, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality.
• Exceptional skills in Improving Customer Satisfaction through Personalised Calling Services, showcasing a commitment to Industry-Leading Standards.
• 'FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
• The ability to focus on Guests’ Needs, with a calm and courteous attitude that reflects the ‘Vibe at FIVE.’
• In-depth Knowledge of Guest Services, Hotel Amenities, Local Attractions and Industry Trends.
• Next-Level Supervisory and Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights
• Excellent interpersonal skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders.
• A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
• Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).
• A professional, Insta-Worthy Appearance, always adhering to FIVE’s Grooming Standards and maintaining a polished, ‘FIVE-Styled’ demeanour.
• Hands-on attitude fueled by a 'Can-Do!' spirit.
• Delivers 'FIVE-Styled' Service, exceeding even themost discerning Guest’s Expectations.
• Provides outstanding Guest Services throughPersonalised Telephone Interactions, ensuring each guest feels attended to.
• Champions and Oversees the day-to-day operations ofthe Guest Services Calling Team, fostering a culture of Excellence andContinuous Improvement.
• Devises and Enforces Calling Scripts and CommunicationProtocols, ensuring consistency and uniformity in interactions.
• Addresses and Resolves Guest Inquiries, Concerns, andSpecial Requests over the phone promptly and professionally.
• Deploys innovative approaches to Elevate GuestEngagement and Satisfaction during phone interactions.
• Partners with the Marketing Team to promote SpecialOffers, Events, and Personalised Experiences through calling campaigns.
• Collaborates with other departments to furnish Preciseand Timely Information to guests regarding hotel Services, Amenities, and LocalRecommendations.
• Implements and Upholds stringent Security andConfidentiality Protocols when handling guest information and requests.
• Conducts regular Training Sessions for the GuestServices Calling Team, ensuring adherence to Service Standards and knowledge ofIndustry Trends.
• Stays Abreast of Industry Trends in Guest Services,identifying opportunities to enrich the FIVE guest experience.

What Success Looks Like

Be Part of an Organisation ThatRecognises Delivery and Rewards Growth.

You'llbe part of a global, fast-growing business operating across some of the most distinctive destinations in the industry, working alongside a diverse,multicultural team united by shared standards, at a pace that supports realdevelopment and where consistent delivery is recognised across every function,brand, and territory.

You Connect

You recognise how your work affects the wider team, the guest, and the business, and you act accordingly.

You Represent the Brand

In every interaction, whether with a guest, a colleague, or a partner, you conduct yourself as a representative of the brand.

You Own It

You assume full responsibility for what falls within your remit, and you see it through to completion with minimal oversight.

You Deliver

Your work is accurate, timely, and consistently meets the standard expected, while understanding how it connects to the wider business, team output and commercial results.

You Grow

You receive feedback constructively, develop your capabilities with intent, and approach every challenge as an opportunity to improve.