Guest Experience Manager | Hilton Dubai Palm

Hilton; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel in Dubai seeks a Guest Experience Manager to oversee VIP Guest needs and ensure exceptional experiences. Responsibilities include managing first impressions, handling complaints, and working closely with other departments. Candidates should have previous managerial experience, strong leadership skills, and commitment to high customer service standards. The role requires a passion for enhancing guest experiences and maintaining strong communication across all hotel areas.

Qualifications

• Previous managerial experience in a customer service function.
• Ability to listen and respond to demanding Guest needs.
• Excellent leadership and communication skills.

Responsibilities

• Manage needs of VIP Guests and inform other Team Members.
• Serve as the point of contact for VIP Guests.
• Seek feedback from customers and resolve complaints.

Skills

Customer service

Leadership

Communication skills

Problem-solving

Job description

EOE/AA/Disabled/Veterans

At Hilton Dubai Palm Jumeirah a Guest Experience Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

What will I be doing

As Guest Experience Manager you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Experience Manager is responsible for managing the first impressions of our Guests and therefore must perform the following tasks to the highest standards:

• Meet greet and direct Guests who enter the lobby area
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
• Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
• Manage record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception Lobby area and Executive Lounge
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all Reception meetings and Executive Lounge Meetings
• Comply with hotel security fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments as necessary

What are we looking for

At Hilton Dubai Palm Jumeirah Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:

• Previous managerial experience in a customer service function
• An ability to listen and respond to demanding Guest needs
• Excellent leadership interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer service function or a similar role
• A passion for delivering an exceptional level of Guest service
• High level of IT proficiency

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!

Required Experience:

Manager