Guest Experience Lead — Luxury Hotel Concierge (Dubai)

The Lana, Dubai - Dorchester Collection; Dubai; On-site; AED 89,000 - 123,000; Full time

Benefits offered by this job

Competitive salary package

World-class development opportunities

Complimentary stays with breakfast in

50% off at sister hotels

Job summary

The Lana, Dubai - Dorchester Collection seeks a Guest Relations Agent to deliver exceptional guest experiences in a luxury environment. You will work with the Guest Experience team to drive improvements in service quality and efficiency, while embodying the We Care philosophy.

English language proficiency and a hotel school diploma or equivalent qualification are preferred, with 2–3 years in luxury hotel guest service. The role offers on-site work in Dubai and a comprehensive benefits package.

Qualifications

• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking abilities.
• Great knowledge of technology and modern guest-service tools.

Responsibilities

• Drive continuous improvement of the Guest experience and hotel service proposition.
• Promote Dorchester Collection culture and values to guests and colleagues.
• Create legendary moments by sharing stories and crafting guest journeys.
• Own storytelling and communicate legendary stories to stakeholders.
• Maintain long-term guest profiles to enable personal connections.
• Assist in planning experiences and managing in-house market concepts.
• Manage amenities and gifts inventory and recognize guests via channels.

Skills

Customer service

Communication

Problem solving

Multitasking

English language

Education

Hotel school diploma

Job description

The Lana, Dubai - Dorchester Collection seeks a Guest Relations Agent to deliver exceptional guest experiences in a luxury environment. You will work with the Guest Experience team to drive improvements in service quality and efficiency, while embodying the We Care philosophy.

English language proficiency and a hotel school diploma or equivalent qualification are preferred, with 2–3 years in luxury hotel guest service. The role offers on-site work in Dubai and a comprehensive benefits package.