Guest Experience Coordinator

Dorchester Collection; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A prestigious hotel chain in Dubai is seeking a Guest Experience Coordinator to enhance guest satisfaction and manage pre-arrival communications. The ideal candidate will have strong customer service abilities, meticulous attention to detail, and previous experience in guest relations. This role offers extensive development opportunities and a competitive salary package. Join us to become part of a dedicated team focused on delivering an extraordinary guest experience.

Benefits

Competitive Salary Package

World-class Development Opportunities

Complimentary stays at sister hotels

50% off at sister hotels' restaurants

Meals on duty

Private medical insurance

Life insurance

Flight allowance every 24 months

Shared company accommodation

Company transportation to/from work

Uniform provided with complimentary laundry

Service charge

Qualifications

• Previous experience in Front Desk Guest Relations or Concierge is preferred.
• Proficient in English and able to communicate confidently.

Responsibilities

• Manage pre-arrival experience as first contact for guests post-booking.
• Directly handle and manage incoming guest requests and room allocation.
• Ensure timely and accurate guest experience operations.

Skills

Customer service skills

Outstanding communication

Attention to detail

Process improvement

Tools

Microsoft Dynamics

Opera

HotSOS

Spa Soft

Job description

Who we are Our Hotels We work with some of the most talented and unique individuals in our business who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is after all our people that bring our vision to life. As a member of our Dorchester Collection Family we will support your development by nurturing your personality creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Treasured by guests. Cherished by employees. Celebrated worldwide.

Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA reflected by our core values of Passion Personality Respect Working Together and Creativity.

If you need us to do anything to support you during the recruitment process such as adjustments to how you apply alternative formats of information or adjustments to the assessment process itself please email so that we can discuss how we can support you through the process. Please note that we will not be able to respond to individual enquiries about update

Reference 2025-5965 Hotel

The Lana

Division & Department: Rooms - Guest Relations

Job Title: Guest Experience Coordinator

Contract Type: Permanent

Status: Full time

Position Overview

We are not just a collection of hotels but instead a talented community. A family with a shared passion and commitment to unapologetically love and breathe who we are every day. An eclectic grouping who really care about each other and our guests; where belonging transcends all else. We do this with a backdrop of extraordinary hotels steeped in history glamour and stories which provide the perfect stage for our people our Legends to live our vision Treasured by Guests Cherished by Employees Celebrated Worldwide.

Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA reflected by our core values of Passion Personality Respect Working Together and submitting your application please let us know if you require any special accommodations during the interview process.

We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Experience Coordinator you start a unique opportunity to become celebrated as the very best in your field. Youll learn not only from your fellow Legends but also through our award-winning learning academy so that you can achieve the highest standards of craft service and leadership and become a legend in your own story.

What you’ll get

As a Guest Experience Coordinator at The Lana Dorchester Collection Dubai here are just some of the great benefits you will receive:

• Competitive Salary Package
• World-class Development Opportunities
• Complimentary stays with breakfast included in our sister Dorchester Collection hotels.
• 50% off at bars and restaurants within all of our sister Dorchester Collection hotels
• Meals on Duty
• Private Medical Insurance
• Life Insurance
• Flight Allowance every 24 months
• Shared Company Accommodation
• Company provided transportation to and from work
• Uniform provided by the Company with complimentary laundry
• Service Charge

What you’ll do

Youll love what you do and take pride in delighting our guests:

• You will greatly contribute to the processes and activities that create and promote the Dorchester Collection culture values and bring the Company Philosophy We Care to life ensuring our employees and guests receive nothing but the best experience.
• You will own the pre arrival experience becoming the first point of contact for our guest after the booking has been made.
• You will act as an air traffic controller for all incoming guest requests and cases. Managing the hotel inventory by allocating the right room to the right guest at the right time. You will proactively manage all administrative and technical requirements to ensure seamless guest experience.
• You will ensure guest requests room allocation recognition delivery and additional administration are executed timely seamlessly and accurately.
• You will own the creation and distribution of operational tasks and you will own the system business rules for service requests.
• Our values of Passion Personality Respect Working Together and Creativity guide us each and every day. As a Guest Experience Coordinator youll have the opportunity to bring these to life and continue to create our legacy.

The items shared are the essence of a day in the life of a Guest Experience Coordinator but well make sure you are provided with specifics on how we care for our hotel.

What you’ll bring

• Bring your unique personality and enthusiasm to both the role and the team making a positive impact every day.
• You are focused on process improvement meticulous with details and persistent in follow-up to ensure excellence.
• Clear communication is the backbone of our success. You possess outstanding communication skills paired with a strong sense of customer service and business ethics.
• English is our primary language and you can communicate confidently and effectively in it.
• Previous experience in Front Desk Guest Relations or Concierge is preferred.
• A high level of English and proficiency in the local hotel language are essential; additional languages are a plus.
• Familiarity with systems such as Microsoft Dynamics Opera HotSOS and Spa Soft is highly advantageous.

Job Location

United Arab Emirates

Dubai

Required Experience

Required Experience:

IC