Director of Guest Services

AccorHotel; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel chain in Abu Dhabi seeks a Guest Services Director to oversee VIP services, manage guest interactions, and ensure operational excellence. Ideal candidates have at least 5 years in guest-facing operations, including 3-5 years in management. Responsibilities include financial oversight, team leadership, and maintaining high service standards. The role does not support remote work and demands strong emotional intelligence and decision-making skills.

Qualifications

• 5 years in guest-facing operations with 3-5 years in management.
• Ability to manage guest expectations and resolve issues.
• Proficiency in budgeting and revenue planning.

Responsibilities

• Oversee VIP arrivals and guest interactions with professionalism.
• Manage financial operations and coordinate billing settlements.
• Ensure impeccable presentation and operational flow at the front office.

Skills

Leadership abilities

Conflict resolution

Effective communication

Emotional intelligence

Customer service

Education

High school diploma or two-year degree; bachelor's preferred

Tools

Property Management Systems (like Opera)

Reservation systems

CRM

Job description

As the Guest Services Director you assume the primary role of orchestrating exceptional experiences for VIPs and all guests through meticulous preparation warm professionalism and seamless operational oversight. You ensure VIP arrivals are precisely managedfrom pre-arrival room allocation and tailored amenities to arranging welcoming touches like registration cards room keys and bespoke hospitality gestures. Your oversight continues through smooth elegant check-in and check-out processes accompanied escort services and timely updating of guest profiles in the property management system. You maintain full control over financial operationscashiering foreign exchange services night audit coordination and billing settlementswhile managing walk-in and after-hours reservations with poise.

Every guest interaction reflects your unwavering commitment to courtesy and attentiveness: from distributing key cards and safeguarding guest security to ensuring the timely delivery of messages mail and packages. Whether staffing the information desk business center or foreign exchange counter you respond promptly and knowledgeably to inquiries always maintaining consistency with hotel pricing structures packages and discounts.

Continuous discreet guest engagement is part of your daily rhythmwhether checking in with VIPs via phone handling shuttle arrangements with the bell desk or monitoring and addressing unusual occurrences. You uphold impeccable presentation throughout the front office stepping in to maintain operational flow verify shifts and logbook entries and prioritize outstanding tasks. You communicate proactively with Housekeeping and Food & Beverage regarding VIP room readiness departures and arrivals and thoughtfully arrange celebratory touchesbouquets cakes and cardsfor special occasions. A systematic guest relations report rounds out your day ensuring that crucial information is relayed to the incoming shift so hotel operations remain flawlessly coordinated.

Essential Skills & Competencies
Competence with Property Management Systems (like Opera) reservation systems CRM and PMS is essential
Proficiency in budgeting revenue planning quality assurance processes and data analysis is often required
Strong leadership abilities team-building conflict resolution and effective communication are core to this role.
Hospitality leadership demands high emotional intelligence decision-making under pressure empathy and adaptability

Demonstrated ability to manage guest expectations resolve issues proactively and conduct service recovery when required
Maintaining visibility in guest areas ensuring service standards and cultivating a culture of unreasonable hospitality are key expectations
.

Qualifications :

Education

High school diploma experience or two-year degree; bachelors preferred for senior roles

Experience

5 years in guest-facing operations with 3-5 years management role

Additional Information :

Your team and working environment:

• Rixos Premium Saadiyat Island is a unique resort; where exclusivity and luxury define every experience every time. Our luxurious family getaway is located on the pristine beach of Saadiyat Island with its clear blue waters and fine white sands overlooking the Arabian Gulf.
• At Accor we are Heartists!

Are you ready to put your heart at the center of everything that you do If so then join our team of Heartists at Rixos Premium Saadiyat Island every day we look for opportunities to engage on a personal & meaningful way with our guests and each other. We deliver heartfelt hospitality in an environment that is engaging enthusiastic and professionally rewarding

Remote Work :

No

Employment Type :

Full-time