Guest Experience Manager – VIP & Concierge

Hilton; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Hilton Abu Dhabi is seeking an Assistant Guest Relations Manager to lead VIP guest care and ensure an exceptional guest experience. You will brief departments on VIP requirements, manage lobby interactions, and maintain high service standards across the Reception and Executive Lounge.

You will respond to guest inquiries, handle long-stay guest needs, and coordinate with hotel teams to maximize guest satisfaction while delivering warmth and hospitality.

Qualifications

• Previous managerial experience in a customer service function.
• 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.

Responsibilities

• Meet, greet and direct Guests who enter the lobby area.
• Serve as the main point of contact for VIP Guests and brief hotel departments on their requirements.
• Solicit verbal feedback from customers and respond to inquiries promptly.
• Serve as a point of contact for long-stay Guests (14+ days) and provide guidance.
• Record and resolve guest or customer complaints promptly.
• Maintain a high level of customer service in Reception, Lobby, and Executive Lounge.
• Identify opportunities for up-selling and promoting services where appropriate.
• Coordinate with the Executive Lounge Manager and recognize loyal guests.

Skills

Managerial Experience

Active Listening

Leadership

Communication

Customer Service

Resilience

Under Pressure

IT Proficiency

Guest Services

Job description

Hilton Abu Dhabi is seeking an Assistant Guest Relations Manager to lead VIP guest care and ensure an exceptional guest experience. You will brief departments on VIP requirements, manage lobby interactions, and maintain high service standards across the Reception and Executive Lounge.

You will respond to guest inquiries, handle long-stay guest needs, and coordinate with hotel teams to maximize guest satisfaction while delivering warmth and hospitality.