Guest ExperienceManager

Careers at UAE; Dubai; On-site; AED 111,600 - 167,400; Full time

Job summary

A luxury city hotel in Dubai is seeking a Guest Experience Manager to engage with guests and manage loyalty programs. The ideal candidate will have a high school diploma, experience in customer service, and strong communication skills. This role emphasizes personalized guest experiences and teamwork in an upscale environment.

Qualifications

• 1-2 years experience in a public contact position, preferably in an upscale hotel.
• Strong English verbal and written communication skills.
• Proficiency with CRM, CRS, and PMS systems.

Responsibilities

• Interact with guests in lobby and public areas.
• Champion guest preferences and personalize experiences.
• Own and manage loyalty programs and GC training for staff.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Education

High School Diploma or equivalent

College Degree in Business or Hospitality

Tools

CRM database

Property Management System (PMS)

Job description

Guest ExperienceManager

Company Description

SLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella.

Boasting 946 units,with254 uniquely designed hotelrooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors,SLS Dubaiisone of the tallest hotelsand residences in the region.

Awondrous and strikinglandmark in Downtown District, designed by theaward- winning architects Aedasandinterior designer Paul Bishop,the SLS Dubai is a unique cabinet of curiosities that never ceases to delight.

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.