Guest Experience Coordinator

The Lana; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxurious hotel collection in Dubai is looking for a Guest Experience Coordinator. In this role, you will enhance the guest experience by managing requests and ensuring seamless communication. We're seeking an individual with outstanding communication skills and a strong customer service ethic. Experience in hotel guest relations is preferred. You will benefit from a competitive salary, accommodation, and medical benefits while working in a dynamic team environment.

Benefits

Competitive Salary Package

Complimentary stays in hotels

Meals on Duty

Private Medical Insurance

Life Insurance

Flight Allowance

Qualifications

• You have previous experience in Front Desk, Guest Relations, or Concierge.
• You can communicate confidently and effectively in English.
• Familiarity with hotel management systems is highly advantageous.

Responsibilities

• Contribute to the culture and values of Dorchester Collection.
• Manage guest requests and room allocations.
• Create and distribute operational tasks for service requests.

Skills

Outstanding communication skills

Customer service

Process improvement focus

Attention to detail

Education

Experience in Front Desk, Guest Relations, or Concierge

Tools

Microsoft Dynamics

Opera

HotSOS

Spa Soft

Job description

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 Creativity. When 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. You’ll 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

• Competitive Salary Package
• 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

• 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 a 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, you’ll 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 we’ll 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

Location

Dubai

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 [e-mail] 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 updates.

Reference

2025-5965

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