Guest Experience Director – Luxury Hotel

IHG Hotels & Resorts; Dubai; On-site; AED 420,000 - 600,000; Full time

Benefits offered by this job

Staff discounts

Training & development

Job summary

IHG Hotels & Resorts in Dubai Marina is seeking a Guest Relations Manager to champion guest-first service across departments, mentor a team, and ensure personalized experiences for VIPs and guests from diverse backgrounds.

The role emphasizes proactive guest satisfaction, strong communication skills, and familiarity with Opera hospitality systems, with a focus on delivering a five-star guest journey in a luxury hotel setting.

Qualifications

• Minimum 3 years of experience in Front Office or Guest Relations, preferably in a luxury hotel.
• Previous supervisory or managerial experience required.
• Strong interpersonal and communication skills with ability to connect with diverse guests.
• Problem-solving mindset with proactive guest satisfaction.
• Fluent in English; additional languages are an asset.
• Familiarity with hotel management systems (e.g., Opera) preferred.

Responsibilities

• Champion a genuine guest-first culture across all departments.
• Take personal interest in VIPs, returning guests, and special occasions to deliver personalized stays.
• Ensure guest preferences and requests are captured and acted upon by all departments.
• Monitor guest feedback and online reviews to improve service quality.
• Own and resolve guest concerns with empathy and timely service recovery.
• Build partnerships across hotel departments to deliver a seamless guest journey.

Skills

Guest relations

Supervisory experience

Communication skills

Problem solving

Fluent in English

Opera familiarity

Tools

Opera

Job description

IHG Hotels & Resorts in Dubai Marina is seeking a Guest Relations Manager to champion guest-first service across departments, mentor a team, and ensure personalized experiences for VIPs and guests from diverse backgrounds.

The role emphasizes proactive guest satisfaction, strong communication skills, and familiarity with Opera hospitality systems, with a focus on delivering a five-star guest journey in a luxury hotel setting.