Assistant Guest Services Manager

FIVE Hotels and Resorts; Dubai; On-site; AED 43,000 - 58,000; Full time

Job summary

FIVE Hotels and Resorts in Dubai is seeking a proactive Guest Services Calling Team Lead to drive excellence in guest interactions by phone, ensuring every call delivers Five-star service.

You will mentor the team, implement calling scripts, collaborate with Marketing for campaigns, and uphold security and confidentiality while staying aligned with FIVE’s standards.

Qualifications

• Experience in a luxury hotel environment delivering guest experiences
• Strong leadership and team mentorship skills
• Excellent verbal and written communication, English fluency
• Ability to design and enforce calling scripts and protocols
• Customer service-centric mindset with a professional appearance

Responsibilities

• Lead and oversee the Guest Services Calling Team to ensure consistent, high-quality phone interactions
• Develop and implement calling scripts and communication protocols for guests
• Collaborate with Marketing to promote offers, events, and personalized experiences
• Provide training and coaching to team members on service standards and industry trends
• Resolve guest inquiries and requests promptly while protecting confidentiality and security
• Ensure daily operations run smoothly and drive continuous improvement

Skills

Guest Services

Leadership

Phone calls

English fluency

Job description

Dubai, United Arab Emirates | Posted on 10/19/2026

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.

• Aproven track record in a similar role in a Luxury Hotel environment,delivering sensational Guest Experiences synonymous with FIVE'saward-winning Service Quality.
  
• Exceptionalskills in Improving Customer Satisfaction through Personalised CallingServices, showcasing a commitment to Industry-Leading Standards.
  
• 'FIVE-Styled’Visionary thinking by finding creative solutions, while taking Ownershipfor all duties and tasks assigned.
  
• Theability to focus on Guests’ Needs, with a calm and courteous attitude thatreflects the ‘Vibe at FIVE.’
  
• In-depthKnowledge of Guest Services, Hotel Amenities, Local Attractions andIndustry Trends.
  
• Next-LevelSupervisory and Leadership skills, effectively leading and inspiring theFIVE Tribe to New Heights
  
• Excellentinterpersonal skills to engage effectively with Guests, FIVE TribeMembers, and stakeholders.
  
• AWelcoming and Enthusiastic Energy that sets the tone for a SensationalGuest Experience.
  
• Impeccablecommunication skills, both verbal and written, with fluency in English(Additional languages are a Plus).
  
• Aprofessional, Insta-Worthy Appearance, always adhering to FIVE’s GroomingStandards and maintaining a polished, ‘FIVE-Styled’ demeanour.
  
• Hands-onattitude 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 mostdistinctive 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 recognise how your work affects thewider team, the guest, and the business, and you act accordingly.

YouRepresent the Brand

Inevery interaction, whether with a guest, a colleague, or a partner, youconduct yourself as a representative of the brand.

You Own It

You assume full responsibility for whatfalls within your remit, and you see it through to completion with minimaloversight.

You Deliver

Yourwork is accurate, timely, and consistently meets the standard expected, whileunderstanding how it connects to the wider business, team output andcommercial results.

You Grow

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