Guest Experience Leader – Luxury Hotel (Dubai)

Fivehotelsandresorts; Dubai; On-site; AED 46,000 - 55,000; Full time

Job summary

Fivehotelsandresorts in Dubai is seeking a dynamic Guest Services Calling Team Leader to spearhead personalised guest interactions over the phone, delivering FIVE-styled service across luxury experiences.

You will lead a team, develop calling scripts, address guest inquiries, promote offers, and collaborate with Marketing and other departments to ensure exceptional service and strict confidentiality.

Qualifications

• Proven track record in a similar role within a Luxury Hotel environment.
• Exceptional skills in improving customer satisfaction through personalised calling services.
• Fluency in English; additional languages a plus.

Responsibilities

• Lead the Guest Services Calling Team and oversee day-to-day operations.
• Devise and enforce calling scripts and communication protocols.
• Address and resolve guest inquiries, concerns, and special requests over the phone.
• Collaborate with Marketing to promote offers, events and personalised experiences.
• Coordinate with other departments to provide accurate information on hotel services and amenities.
• Uphold security and confidentiality standards in handling guest information.

Skills

Guest services

Leadership

Communication

Customer satisfaction

Telephone interactions

Training

Security & confidentiality

Job description

Fivehotelsandresorts in Dubai is seeking a dynamic Guest Services Calling Team Leader to spearhead personalised guest interactions over the phone, delivering FIVE-styled service across luxury experiences.

You will lead a team, develop calling scripts, address guest inquiries, promote offers, and collaborate with Marketing and other departments to ensure exceptional service and strict confidentiality.