Guest Experience Specialist

Park Hyatt Abu Dhabi; Abu Dhabi; On-site; AED 60,000 - 80,000; Full time

Job summary

A luxury hotel in Abu Dhabi seeks a Guest Experience Specialist to create memorable experiences through exceptional service. The role involves welcoming guests, handling requests, and resolving concerns while coordinating with various departments. Ideal candidates should have at least 1 year of hotel experience, fluency in English and another language, and a strong commitment to guest service. This position requires flexibility in working hours and a passion for delivering a luxury experience.

Qualifications

• Minimum 1 year experience in hotel operations.
• Fluent in English and one or more of German, Arabic, or Russian.
• Located within the United Arab Emirates.

Responsibilities

• Welcome and engage guests professionally.
• Serve as point of contact for VIP guests.
• Handle guest concerns with empathy.
• Promote hotel services and loyalty programs.

Skills

Customer-focused mindset

Excellent verbal and written communication

Previous hospitality experience

Strong interpersonal skills

Problem-solving attitude

Flexibility to work shifts

Additional languages

Tools

Opera or similar property management systems

Job description

Position Summary

The Guest Experience Specialist plays a key role in creating memorable guest experiences by providing exceptional, personalized service from arrival to departure. This role focuses on guest engagement, satisfaction, and loyalty by proactively anticipating needs, resolving concerns, and ensuring every guest feels genuinely valued.

Key Responsibilities

• Welcome and engage guests with a warm and professional demeanor throughout their stay.

• Serve as the main point of contact for VIP guests, special requests, and guest feedback.

• Ensure all guest preferences and special occasions are noted and acted upon.

• Coordinate with relevant departments (Housekeeping, Food & Beverage, Concierge) to deliver seamless service.

• Handle guest concerns or complaints with empathy, professionalism, and efficiency.

• Conduct room inspections for VIP arrivals and ensure rooms meet brand standards.

• Maintain a strong presence in the lobby to assist guests and enhance visibility of guest services.

• Assist with check-in and check-out processes when needed.

• Promote hotel services, facilities, and loyalty programs to enhance the guest experience.

• Support in collecting and analyzing guest feedback to identify service improvement opportunities.

Qualifications & Skills

• Proven passion for guest service and a commitment to delivering a luxury experience.

• Excellent verbal and written communication skills.

• Previous experience in guest relations, front office, or a similar role in hospitality is preferred.

• Proficiency in Opera or similar property management systems is an advantage.

• Strong interpersonal skills with the ability to engage and connect with a diverse range of guests.

• Flexibility to work various shifts, including weekends and holidays.

• Additional languages (e.g., German, Russian, Chinese, French) are a strong asset.

Ideal Candidate Traits

• Naturally warm, approachable, and service-driven personality

• Problem-solver with a positive attitude

• A team player with the ability to work independently

• Comfortable engaging with guests face-to-face and resolving issues on the spot

Qualifications

Passionate, action oriented and hardworking personalities with a minimum 1 year work experience in hotel operations.

The ideal candidate should have a customer-focused mindset, alongside fluent communication skills in English AND German or Arabic or Russian, as well as already located within the United Arab Emirates.