Guest Experience Manager

KERZNER INTERNATIONAL LIMITED; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

One&Only One Zaabeel seeks a proactive Guest Experience Manager to lead the Host Department Guest Relations, coordinating with Front Office, Guest Services, and Chief Concierge to elevate every guest interaction. You will train, mentor, and empower a team to craft memorable experiences with warmth and precision across all touchpoints.

The role emphasizes operational planning, daily reporting, and seamless execution of personalized services to exceed guest expectations while upholding

Qualifications

• Exceptional communication and interpersonal skills.
• Natural leadership and management abilities.
• Minimum of 3 years of experience in guest relations management role in a luxury hotel.
• Fluent in English, both written and spoken.
• Detail-oriented with a strong eye for details.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Responsibilities

• Monitor Host assignments daily according to internal standards.
• Supervise One welcome experience.
• Ensure VIP rooms are pre-blocked and prepared with proper amenities.
• Check VIP suites prior to arrival and maintain room standards.
• Perform random checks to ensure consistency across rooms and services.
• Lead the team to deliver personalized guest experiences with warmth.
• Communicate guest preferences to relevant departments for system entries (ALICE, SAGA, Opera, etc.).
• Follow up on guest feedback and incidents to resolve issues promptly.

Skills

Communication

Interpersonal skills

Leadership

Problem-solving

Multitasking

Tools

ALICE

SAGA

Micros

MS Office

Job description

About The Role

The Guest Experience Manager at One amp Only One Za abeel will be responsible for the daily operations and overall leadership of the Host Department Guest Relations Department including Guest Relations Managers Host Team Lobby Hosts and the Connectivity Center Working in close collaboration with the Front Office Manager Guest Services Manager and Chief Concierge the GEM ensures a seamless personalized and elevated guest experience across all touchpoints In their absence the GEM will represent and support these departments as required to uphold service excellence and operational consistency The Guest Experience Manager must lead by creating joy through empathy creativity anticipation and precision tailoring each guest s journey to exceed expectations Their role is to inspire and motivate the team to deliver meaningful memorable experiences with warmth and authenticity They are responsible for the development and execution of training programs daily reporting guest feedback management and operational planning to ensure the team operates in alignment with One amp Only s brand standards The Guest Experience Manager is a proactive and instinctive leader who orchestrates the guest experience with both efficiency and elegance creating moments that guests will cherish long after their stay.

Key Duties and Responsibilities

Operations

• Monitor Host assignments daily according to internal standards
• Supervise One welcome experience
• Ensure that all daily arrival V I P rooms special request rooms and long-stay guest rooms are pre blocked in advance that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities
• Check VIP rooms and Suites before arrival
• Perform random checks in all occupied and arriving rooms to ensure that all standards are maintained
• Create and control the correctness of VIP profiles which are sent to department heads
• Supervise the welcome of the guests showing a personal interest for each of our guests and an authentic goal of being there at any moment
• Supervise personalized amenities amp turn down gifting preparation
• Deliver brand promise We create Joy through guest preferences acknowledgement personalization and attention to details
• Control guest preferences collection and communicate with relative departments making sure they are followed up on and inserted in the appropriate systems ALICE SAGA Opera etc
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Maintain contact with regular guests after their stay should they require future bookings
• In the event of any guest incidents inconveniences attempt to solve each issue and escalat
• Follow up on all guest dissatisfaction from the previous day make sure all the issues are resolved in an efficient way and the guest is satisfied with the solution offered
• To arrange dinners lunches sport activities with the guests depending on the situations occurred If necessary take part in the events which are organized by the sales department Make sure guests leave the Resort safely with a good impression and an appropriate gift

Quality

• Promote awareness of the quality and brand standards across the property
• Ensure compliance with the LQA Forbes Standards
• Ensure that team members deliver the brand promise We create Joy Assist in the implementation of the Brand Markers Operational guidelines that define the hotel s image and reputation
• Analyze guest feedback through internal comments online platforms ReviewPro tool to improve guest satisfaction
• Ensure full knowledge of guest information regarding the property the location local culture arts nature people what is happening in the area etc

Financial

• Monitor gifts and food amp beverage amenities costs prepare monthly reports
• Assist the Director of Rooms in budget and forecast preparation
• Maximize rooms sales and revenues through upselling and inventory management initiatives

People Management

• Assist in the recruitment and selection of the Host Department
• Oversee the punctuality and Dress to Impress attitude of the Front Office department employees making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene according to the departmental standards
• Monitor and test knowledge to identify training needs and organize training sessions
• Manage the team to attract retain and motivate develop empower coach and council conduct performance and salary reviews resolve problems and provide open communication discipline
• Lead by example inspire team to create amazing experiences and everlasting memories for the guests
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests and colleagues

Our brand is expanding faster than ever before We are investing in the growth of our company and that means we are committed to investing in you Join a team that is open-hearted intuitive generous and spontaneous in spirit We believe in making our guests happy beyond anything they have ever imagined We wow them at every turn and create memories that will last a lifetime You will be at the heart of this vision to constantly innovate to deliver Amazing Experiences and Everlasting Memories

Requirements

• Exceptional communication and interpersonal skills.Natural leadership and management abilities.Minimum of 3 years of experience in guest relations management role in a luxury hotel.
• Detailed oriented with a strong eye for details.
• Strong communication, interpersonal, and leadership skills.
• Excellent problem-solving and decision-making abilities.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Fluent in English, both written and oral.
• Knowledge of other languages is an advantage.
• Familiarity with hotel reservation systems, MS Office, ALICE, SAGA, Micros.