Guest Experience Leader

Al Ain Rotana; Al Ain; On-site; AED 90,000 - 150,000; Full time

Job summary

Al Ain Rotana is seeking a capable Guest Services Manager to lead the front desk team and enhance the guest experience. The role focuses on delivering professional, customer-focused service and solving issues quickly to ensure memorable stays.

You will maintain knowledge of local services, manage guest preferences, and coordinate special amenities while upholding high standards of hygiene and operations.

Qualifications

• Degree in hospitality with front office experience preferred.
• Fluency in written and spoken English and professional presentation.
• Knowledge of Opera (PMS) highly regarded.

Responsibilities

• Maintain up-to-date knowledge of hotel information, local services, promotions, events and attractions.
• Solicit guest feedback and preferences and act promptly to maximise satisfaction.
• Supervise front office staff to ensure high guest satisfaction from arrival to departure.
• Handle guest complaints and resolve issues, maintaining smooth relations with guests and management.
• Ensure front office areas are efficient, clean, safe and hygienic.
• Coordinate guests' needs, requests and personal preferences.
• Organise and implement special needs, personal preferences and amenity distribution per standards.

Skills

Guest Relations

Executive Club operations

Communication

Team Leadership

Multicultural teamwork

Problem solving

Customer care

Adaptability

Education

Degree in Hospitality Management

Tools

Opera PMS

Job description

Al Ain Rotana is seeking a capable Guest Services Manager to lead the front desk team and enhance the guest experience. The role focuses on delivering professional, customer-focused service and solving issues quickly to ensure memorable stays.

You will maintain knowledge of local services, manage guest preferences, and coordinate special amenities while upholding high standards of hygiene and operations.