Guest ExperienceManager

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

Job summary

A leading hotel in Dubai seeks a full-time guest engagement professional. The role involves interacting with guests, managing guest preferences, and ensuring personalized experiences. Ideal candidates will have experience in hospitality with strong communication skills and a passion for customer service.

Qualifications

• 1-2 years in a public contact position, preferably in a hotel.
• Strong English verbal and written skills.
• Working knowledge of hospitality laws.

Responsibilities

• Engage with guests and advocate for their preferences.
• Manage guest profiles and preferences using Opera.
• Complete daily and weekly VIP reports.

Skills

Communication Skills

Customer Service

Multitasking

Attention to Detail

Education

High School Diploma or equivalent

College Degree in Business Hospitality or related field

Tools

CRM database

Property Management System (PMS)

Job description

• Spend 75% of day in lobby and public areas interacting with guests
• Be the Mayor of the property guest advocate and host and employee cheerleader
• Actively engage with the MHG GEM group through email conversations and monthly calls to share ideas and guest preferences
• Own the on-property Global Card (GC) and loyalty tier programs: Know and manage all tier entitlements including amenities and upgrades. Develop / maintain / support GC and loyalty tier training and communication for staff. Liaise and build relationships with GC and tiered guests using Opera to track their preferences
• Work with FOM to develop and manage a glitch log. Own and document all guest follow-up
• Champion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possible
• Run Opera arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to GM and department heads at morning standup or shift change meetings
• Complete 7/10 Day VIP report at least once a week. Share with department heads the MHG GEM group and corporate Public Relations
• Maintain profiles in Opera and understand the integration between Opera and the Property Management System
• If requested by General Manager or FOM read and respond to all TripAdvisor reviews.
• If requested by GM or FOM manage Sterling Research Group review and response program
• Adjust schedule to best accommodate guest needs

Qualifications :

• High School Diploma or equivalent required
• College Degree or equivalent in Business Hospitality or related field preferred
• One to two years in a public contact position preferably in an upscale or lifestyle brand hotel
• Strong English verbal and written communication skills
• Basic computer skills
• Proficiency with CRM database CRS and PMS
• Clear knowledge of local area including tourist destinations and of-the-moment options
• Passion for gracious friendly and fun customer service
• Ability to multitask and to work independently with a close attention to detail in a fast paced environment
• Positive and productive working relationships with other employees and departments
• Working knowledge of federal state and local laws governing equal employment opportunity and civil rights occupational safety and health wage and hour issues and labor relations.

Remote Work :

No

Employment Type :

Full-time