Guest Services Manager

Al Bandar Rotana & Al Ba...; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading hotel in Dubai is seeking a passionate Guest Services Manager to deliver extraordinary customer service. The role involves ensuring guest satisfaction, managing front office operations, and leading a multicultural team. Ideal candidates will have a hospitality degree and experience in hotel front office operations.

Qualifications

• Previous experience in Front Office Department within a hotel.
• Fluency in written and spoken English.

Responsibilities

• Maintain up-to-date knowledge of hotel information and local services.
• Handle guest complaints and assist in maintaining relationships.
• Ensure a clean and safe environment in all front office areas.

Skills

Customer Care

Problem Solving

Communication

Education

Degree in Hospitality

Tools

Opera

Job description

Job Description

We are currently seeking passionate and dynamic guest-focused Front Office professionals who pride themselves on delivering extraordinary customer service and providing creative solutions to our guests. As a Guest Services Manager, you will be responsible for providing professional, customer-focused service to ensure a memorable stay for our guests. Your key responsibilities will include:

1. Maintaining up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions, and related information.
2. Actively eliciting guest feedback and preferences regarding hotel services and initiating actions to maximize guest satisfaction.
3. Monitoring guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt, courteous attention from arrival through departure.
4. Handling guest complaints and assisting in maintaining smooth relationships between management and guests by resolving issues promptly and attending to requests or queries.
5. Ensuring an efficient, clean, safe, and hygienic environment in all front office areas.
6. Coordinating and fulfilling guest needs, requests, and personal preferences.
7. Organizing and implementing special needs, personal preferences, and amenity distributions according to departmental standards.

Skills, Education, Qualifications & Experiences

You should ideally hold a degree in the hospitality field with previous experience in the Front Office Department within a hotel. Fluency in both written and spoken English is required, along with immaculate personal presentation and effective problem-solving abilities. Computer literacy and knowledge of Opera will be highly regarded.

Knowledge & Competencies

The ideal candidate will be well-versed in Guest Relations and Executive Club operations, with excellent presentation and communication skills, as well as a high aptitude for customer care. You should be outgoing, charismatic, approachable, and able to work well under pressure in a fast-paced environment. Leadership qualities are essential to manage and motivate a multicultural team and interact effectively with guests.

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