Guest Experience Manager

Ennismore; Dubai; On-site; AED 280,000 - 480,000; Full time

Job summary

Ennismore is seeking a Guest Experience Manager in Dubai to ensure an unforgettable guest journey from check-in to check-out. You will lead a team, collaborate with Front Office, Housekeeping, F&B, and Concierge, and tailor services to guest preferences with a focus on loyalty and recurring visits.

The role rewards proactive problem-solving, personalized service, and continuous improvement in a luxury hospitality environment. A strong English proficiency and leadership background are essential.

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field preferred.
• 3-5 years in hospitality/guest services; 2+ years in management.
• Strong leadership, communication and problem-solving abilities.
• Fluency in English; additional languages beneficial.
• Proficiency in hotel management software and MS Office.

Responsibilities

• Monitor and analyze guest feedback to identify improvement areas.
• Create personalized, memorable experiences for guests.
• Address guest concerns promptly to maintain satisfaction.
• Develop personalized itineraries based on guest preferences.
• Lead and train the Guest Experience team on hospitality standards and service.
• Coordinate with Front Office, Housekeeping, F&B, and Concierge to deliver seamless service.
• Engage VIP and repeat guests to anticipate needs and enhance loyalty.
• Ensure clear communication across departments to address issues quickly.
• Develop guest loyalty programs and retention initiatives.

Skills

Leadership

Interpersonal skills

Communication skills

Problem-solving

Guest services

Hotel software knowledge

Multitasking

Education

Bachelor's degree in Hospitality Management

Tools

Hotel management software

Microsoft Office

Job description

Job Description

Summary

The Guest Experience Manager is responsible for ensuring that every guest enjoys a memorable and exceptional experience during their stay. This role focuses on enhancing guest satisfaction by proactively anticipating guest needs, resolving issues, and leading efforts to exceed guest expectations. The Guest Experience Manager works closely with various hotel departments to deliver personalized, high-quality services that enhance the overall guest journey from check-in to check-out.

Responsibilities

Guest Experience Management

• Monitor and evaluate guest feedback through surveys, reviews, and direct interaction to identify areas of improvement
• Ensure that guest expectations are met or exceeded by creating personalized, memorable experiences
• Actively address guest concerns, requests, and complaints in a timely and professional manner to maintain satisfaction
• Develop personalized itineraries and unique guest experiences based on preferences and special occasions

Team Leadership & Training

• Supervise and guide the Guest Experience team providing direction, motivation, and support to ensure high levels of performance
• Conduct regular training sessions for team members on hospitality standards, customer service, and handling special guest requests
• Empower team members to provide top-tier service by promoting a culture of excellence and attention to detail

Guest Interaction

• Act as a point of contact for VIP and repeat guests to ensure their needs are anticipated and met
• Ensure personalized, warm, and engaging guest interactions from check-in to check-out to create a lasting positive impression
• Anticipate the needs of guests and customize services to meet individual preferences

Collaboration with Hotel Departments

• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to deliver a seamless and cohesive guest experience
• Work closely with the Concierge team to offer personalized recommendations for dining, entertainment, and local attractions
• Ensure smooth communication between departments to quickly address any issues or special requests

Guest Loyalty & Retention

• Develop and implement programs to increase guest loyalty such as reward schemes, special offers, and memorable experiences for repeat visitors
• Track guest preferences, feedback, and patterns to anticipate future needs and improve service delivery
• Cultivate relationships with frequent guests to encourage return visits and enhance long-term customer loyalty

Problem Resolution

• Handle guest complaints, concerns, or issues with empathy and professionalism aiming to resolve problems swiftly and to the guest's satisfaction
• Proactively identify any potential issues or disruptions to the guest experience and work to address them before they impact the guest

Quality Control & Standard Enforcement

• Conduct regular inspections of guest rooms and common areas to ensure cleanliness, quality, and presentation standards are upheld
• Implement quality control measures to maintain the hotel’s reputation for luxury and excellence
• Monitor service levels throughout the hotel and ensure that the guest experience is consistent across all touchpoints

Guest Feedback & Reporting

• Collect, analyze, and respond to guest feedback both positive and negative to continuously improve the guest experience
• Provide reports to management on guest satisfaction levels, trends, and opportunities for improvement

Innovation & Continuous Improvement

• Stay current on industry trends, guest preferences, and emerging technologies that can improve the guest experience
• Introduce new guest experience programs, services, or offerings to keep the hotel competitive and enhance satisfaction

Additional Responsibilities

• Perform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property

People & Culture

Employee Relations

• Foster a positive and structured work environment which encourages the successful operation of the business calling upon the necessary processes to deal with disciplinary grievance and workforce change situations
• Work alongside with the People & Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Heartist

Recruitment

• Hire new Heartists in conjunction with the People & Culture Leader through INES
• Use the interview guides provided and Talent Meter to gain further information on any potential candidate

Employee Engagement and Communications

• Strive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals
• Ensure the consistent delivery of business and associate information with transparency so that each Heartist understands how they contribute to the company’s success
• This will include working on the Employee Engagement Survey EES and People & Culture Audit
• Ensure the EES Champions for the hotel departmental action plans in order to increase Heartist engagement and improve EES scores year on year
• Represent the organization as an exemplary ambassador the Accor All Inclusive - Heartist Service Culture Labour Turnover to be closely monitored and proactive actions taken with regards to trends and suggestions to People & Culture leader as well as Hotel Manager General Manager

Qualifications

• Experience: A minimum of 3-5 years of experience in hospitality or guest services, with at least 2 years in a management or supervisory role
• Education: A bachelor s degree in Hospitality Management, Business, or a related field is preferred
• Skills & Attributes: Strong leadership, interpersonal, and communication skills. Excellent problem-solving and conflict resolution abilities. Ability to anticipate and address guest needs proactively. Attention to detail with a strong focus on customer service and satisfaction. Proficiency in hotel management software and Microsoft Office Suite. Multitasking ability and a calm demeanour in high-pressure situations
• Language: Excellent reading, writing and oral proficiency in English language. Ability to speak other languages and basic understanding of local languages will be an advantage

Why Join Us

We are dedicated to fostering your growth and success every step of the way. We understand the importance of providing you with the support, training, and leadership necessary to excel in your role. That's why we offer comprehensive training and development programs tailored to sharpen your skills and elevate your expertise in the luxury hospitality sector. Your journey with us is not just about achieving your goals but also about continuously refining your capabilities and making meaningful contributions to our shared success