Guest Experience & Wellness Manager

Sheraton Grand Hotel, Dubai; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A prestigious hotel in Dubai is seeking a Guest Experience Manager to oversee Club Rooms and lounge operations, manage guest relations, and build community partnerships. The ideal candidate should have experience in hospitality management and demonstrate strong communication skills. The role emphasizes personalized guest service and adherence to brand standards.

Qualifications

• Experience in guest relations and hospitality management.
• Strong communication skills and ability to manage guest expectations.
• Ability to work collaboratively with diverse teams.

Responsibilities

• Oversee Club Rooms and lounge operations.
• Facilitate community partnerships and organize events.
• Ensure compliance with Sheraton Brand Standards.

Job description

POSITION PURPOSE

• The Guest Experience Manager is responsible for overseeing the Club Rooms and lounge, Community & Wellness Spa operations at Sheraton Grand Hotel. This role combines operational excellence with brand-driven guest engagement, ensuring a seamless and elevated Sheraton experience.
• This role activates key Sheraton public space proof points and programming including the Community Table, Studios, Booths, and the Coffee Bar & More, which enable guest productivity and connectivity and foster a sense of community, delivering on the Sheraton experience.
• Responsible for facilitating connectivity between guests and the local community by forming and managing partnerships with local businesses and organizing lobby events that promote the learning and growth of our guests.
• Drives profitability in the transformed Sheraton public space and is empowered to use their discretion to elevate and deliver personalized guest service with a community mindset—critically important as a core value of the Sheraton brand.
• Responsible for short and long-term planning for the Club operation and ensuring continuous updates with Sheraton Standards and training activities for the club team members.
• Recommends budgets and manages expenses/margins within approved budget constraints.
• Follows and implements the Sheraton Club program as per Brand Standards/Guidelines.
• Provides personalized branded experiences to club guests.

ESSENTIAL FUNCTIONS

• Guests Communications as per VIP/Club service leader guide.
• Ensure that services provided align with Sheraton core values: warmth, connection, and community.
• Monitor club rooms and suites inventory to maximize availability and revenue.
• Manage and operate the business facilities and club lounge meeting room.
• Maintain FFE in the club lounge.
• Prepare a daily P&L summary for Sheraton Club performance.
• Ensure amenities and F&B programs in the Sheraton Club lounge are timely, with fresh food and proper presentation.
• Ensure arriving guests receive amenities and GPS as per preferences before arrival.
• Perform personalized in-room check-ins for all suite-booked guests.
• Deliver on-brand arrival/departure and lounge experiences for all guests.
• Implement the WELCOME and FAREWELL procedures consistently.
• Achieve 90% or above in the LRA inspection by adhering to Sheraton Brand Standards.
• Activate Sheraton Brand Differentiators (Sheraton Sleepers, Fitness, Social Hour, Link, Club).
• Use the Master Arrival Report daily to deliver GPS initiatives.
• Meet and exceed Bonvoy enrollment and activity goals.
• Support upselling activities and achieve set sales goals.
• Ensure clear communication among all relevant departments and staff.
• Comply with PCI policies.
• Allocate rooms based on guest preferences and information from the Master Arrival Report.
• Ensure GSAs are trained and knowledgeable about products and services.
• Conduct timely appraisals and PMP for GSAs.
• Respond to guest requests and defects within 15 minutes, with follow-up calls within 30 minutes.
• Use GXP to update guest profiles with requests and preferences.
• Manage check-in/check-out processes to ensure guest satisfaction.
• Participate in hotel safety and emergency teams and committees.
• Ensure compliance with government reporting systems.
• Maintain equipment, supplies, and cash handling procedures.
• Develop departmental training plans, aiming for performance above 85% after training.
• Participate in OI activities and control costs effectively.
• Build relationships with local vendors and organizations to enhance guest experiences.
• Lead community-building initiatives through events and partnerships.
• Ensure guest relations activities support a seamless experience and address issues promptly.