Guest Experience Specialist

AccorHotel; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

DELANO Dubai is seeking a Guest Experience Specialist to craft thoughtful, personalised journeys from arrival to departure. You will anticipate needs, build genuine connections, and reflect DELANO's warmth and luxury in every interaction.

In this role, you will coordinate bespoke requests, offer local recommendations, and collaborate with Front Office, F&B, and Housekeeping to deliver seamless experiences. A background in luxury hospitality and a genuine passion for guest care are essential.

Qualifications

• Luxury hospitality experience in guest relations, concierge, front office, or similar role.
• Excellent interpersonal and communication skills with guests from diverse backgrounds.
• Ability to anticipate guest needs and deliver thoughtful, personalised experiences.
• Strong knowledge of local dining, entertainment, attractions, and experiences.
• Calm, proactive, solution-focused with ownership of guest concerns.
• Highly organised with attention to detail to follow through on requests and preferences.

Responsibilities

• Welcome and engage guests with warm, personalised interactions throughout their stay.
• Support a seamless guest journey from pre-arrival through departure.
• Coordinate bespoke requests (restaurant reservations, transportation, celebrations, tours).
• Provide knowledgeable recommendations on dining, shopping, and local experiences.
• Respond to guest concerns promptly and ensure effective resolution.
• Follow up with guests during their stay to ensure satisfaction and address issues earlier.

Skills

Luxury Experience

Guest Engagement Excellence

Personalised Service

Destination Knowledge

Service Recovery

Attention to Detail

Cross-Department Collaboration

Brand & Service Standards

Great Personality

Education

Bachelor's degree in Hospitality Management or related field

Job description

As a Guest Experience Specialist at DELANO Dubai , you will be at the heart of the guest journey, creating thoughtful, personalised, and effortless experiences from arrival through departure. You will anticipate guest needs, build genuine connections, and ensure every interaction reflects the warmth, sophistication, and distinctive spirit of the DELANO brand.

Key Responsibilities

• Guest Welcome & Engagement: Create warm, genuine, and personalised interactions that make guests feel recognised and valued throughout their stay
• Guest Journey: Support a seamless guest experience from pre-arrival through departure, anticipating needs and identifying opportunities to enhance the stay
• Personalised Service: Recognise and respond to guest preferences, special requests, VIP requirements, and individual expectations with attention to detail
• Guest Requests: Coordinate bespoke requests including restaurant reservations, transportation, celebrations, tours, activities, and other guest arrangements
• Local Expertise: Provide knowledgeable and personalised recommendations on dining, shopping, entertainment, attractions, and experiences
• Service Recovery: Take ownership of guest concerns and complaints, responding promptly and professionally and ensuring effective resolution
• Guest Follow-Up: Proactively follow up with guests during their stay to ensure satisfaction and address any concerns before departure
• VIP & Loyalty Recognition: Ensure VIP, repeat, and long-stay guests receive appropriate recognition and a personalised level of service
• Communication & Coordination: Work closely with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless execution of guest requests
• Guest Feedback: Monitor and capture guest feedback and communicate opportunities for improvement to the relevant teams
• Guest Preferences: Maintain accurate guest preference and interaction records, ensuring relevant information is shared to support personalised service
• Brand Standards: Deliver every interaction in line with DELANO's service philosophy, luxury standards, and distinctive guest experience
• Hotel Knowledge: Maintain excellent knowledge of the hotel's facilities, services, outlets, experiences, promotions, and surrounding destination
• Hospitality Mindset: Act as a true ambassador of DELANO, bringing warmth, discretion, confidence, and genuine care to every guest interaction

Qualifications & Experience

• Luxury Experience: Proven experience in luxury hospitality, guest relations, concierge, front office, or a similar guest-facing role, ideally within a luxury hotel or resort
• Guest Engagement Excellence: Exceptional interpersonal and communication skills, with the ability to build genuine connections and engage naturally with a diverse range of guests
• Personalised Service: Strong ability to anticipate guest needs, understand preferences, and deliver thoughtful, personalised experiences with discretion and attention to detail
• Destination Knowledge: Excellent knowledge of local dining, entertainment, lifestyle, attractions, and experiences, with the confidence to make relevant and personalised recommendations
• Service Recovery: Calm, confident, and solution-focused approach to handling guest concerns, complaints, and unexpected situations, with a strong sense of ownership
• Attention to Detail: Highly organised and attentive to detail, ensuring guest preferences, requests, VIP requirements, and special arrangements are accurately followed through
• Cross-Department Collaboration: Strong coordination and communication skills, working effectively with Front Office, F&B, Housekeeping, Concierge, and other teams to deliver seamless guest experiences
• Brand & Service Standards: Strong understanding of luxury hospitality and the ability to consistently deliver polished, discreet, and intuitive service in line with DELANO's brand standards
• Educational Background: A relevant qualification such as a Bachelor's degree or diploma in Hospitality Management, Tourism, or a related field is preferred, alongside relevant hospitality experience
• Great Personality: At DELANO Dubai , personality and experience are equally valued. We celebrate individuality and authenticity-bringing your unique self, positive energy, curiosity, and passion for hospitality is essential. With the right attitude and that essential spark, we create truly memorable guest experiences together.

What Awaits You

The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.

The ability to challenge the norm and work in an environment that is both creative and rewarding.

Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.

A competitive package and plenty of development opportunities.