Guest Experience Center Lead

Sheraton Grand Hotel, Dubai; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

Sheraton Grand Hotel, Dubai is seeking a GXP Admin/Guest Contact Center supervisor to uphold brand standards and oversee daily guest service operations. You will monitor performance, coordinate with hotel departments, and ensure timely resolution of guest requests across phone, chat, and GXP channels.

You will drive service quality, support loyalty programs, and maintain system efficiency to enhance guest satisfaction in a luxury hotel environment.

Qualifications

• Computer skills and familiarity with hotel software
• Knowledge of GXP platform and use for guest interactions
• Strong English language skills; other languages are a plus
• Ability to communicate clearly and follow up with guests
• Experience in guest services and handling escalations
• Honest, trustworthy with a proactive mindset

Responsibilities

• Ensure services align with Sheraton & Marriott brand standards.
• Deliver on-brand personalized guest experiences over phone, Let'sChat and GXP chat.
• Acknowledge loyalty members and provide appropriate welcomes.
• Maintain QA scores at or above required levels and ensure compliance with Forbes/IFH inspections.
• Live the Sheraton Brand Differentiators and drive guest satisfaction.
• Utilize Guest planning screen to deliver personalized service and monitor guest interactions.
• Assist and coordinate with hotel departments for smooth guest service delivery.
• Troubleshoot guest issues via GXP and provide timely resolutions.

Skills

Opera knowledge

GXP knowledge

Excellent command of English

Additional language

Excellent communication

Guest services experience

Honesty and integrity

Tools

Opera

Job description

Sheraton Grand Hotel, Dubai is seeking a GXP Admin/Guest Contact Center supervisor to uphold brand standards and oversee daily guest service operations. You will monitor performance, coordinate with hotel departments, and ensure timely resolution of guest requests across phone, chat, and GXP channels.

You will drive service quality, support loyalty programs, and maintain system efficiency to enhance guest satisfaction in a luxury hotel environment.