Guest Experience Concierge & Resolution Specialist

Farah Experiences LLC; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hospitality company in the United Arab Emirates is seeking a dedicated Guest Experience Specialist. The role involves managing complex inquiries and complaints, analyzing guest feedback to enhance service quality, and cultivating relationships with guests and partners. Ideal candidates will demonstrate strong problem-solving skills, proactive communication, and a passion for guest satisfaction. This position contributes to a high standard of service across the concierge team.

Responsibilities

• Handle complex inquiries and complaints, ensuring quick resolution and high guest satisfaction.
• Manage guest complaints across multiple channels, conducting thorough investigations, and implementing solutions to prevent recurrence.
• Analyze guest feedback, identify root causes of complaints, and recommend process modifications to enhance guest experience.
• Create detailed reports on guest feedback and complaints, providing insights for management to improve service delivery.
• Cultivate strong relationships with guests, partners, and suppliers to enhance the brand’s reputation and service standards.
• Support and guide other team members, sharing expertise and helping to maintain a high standard of service across the team.
• Perform additional tasks as required, contributing to the overall success of the concierge team.

Job description

A leading hospitality company in the United Arab Emirates is seeking a dedicated Guest Experience Specialist. The role involves managing complex inquiries and complaints, analyzing guest feedback to enhance service quality, and cultivating relationships with guests and partners. Ideal candidates will demonstrate strong problem-solving skills, proactive communication, and a passion for guest satisfaction. This position contributes to a high standard of service across the concierge team.