Guest Service Manager

The First Group; Dubai; On-site; USD 40,000 - 60,000; Full time

Job summary

Join The First Group as a Guest Service Manager at Ciel Dubai Marina, the world's tallest hotel. Lead front-of-house operations, ensuring exceptional guest experiences and service excellence in a luxury environment. This role offers opportunities for professional growth in a dynamic hospitality setting.

Qualifications

• 3–5 years of experience in Front Office or Guest Services in a luxury hotel environment.
• Previous supervisory or managerial experience is required.
• Fluent in English; additional languages are an advantage.

Responsibilities

• Oversee daily operations of the Front Office, Guest Relations, and Bell Services during assigned shifts.
• Resolve guest complaints and incidents promptly and professionally.
• Support training and development of Guest Service Agents, Concierge, and Bellmen.

Skills

Leadership

Problem-solving

Guest recovery

Communication

Interpersonal skills

Tools

Opera Cloud

Job description

Overview

Be part of an iconic hospitality landmark

Ciel Dubai Marina, part of IHG Hotels & Resorts’ prestigious Vignette Collection, is set to redefine luxury as the world’s tallest hotel. The First Group’s flagship development featuring 1,004 elegantly designed guestrooms, 8 stunning dining destinations, 3 outdoor swimming pools, breathtaking floor-to-ceiling panoramic views, and an array of world-class amenities, Ciel offers an unparalleled hospitality experience.

Designed by the award-winning architectural firm, NORR Group, Ciel has already garnered prestigious industry accolades, including the 2019 International Property Awards for Best International Hotel Architecture and Best Hotel Architecture Arabia. This international recognition establishes Ciel as a landmark development and a symbol of innovation in the hospitality industry.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with Ciel Dubai Marina, Vignette Collection.

About The First Group Hospitality

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Description

As a Guest Service Manager, you will lead the front-of-house operations during your shift, ensuring every guest interaction is handled with professionalism, warmth, and efficiency. You will be the go-to leader for both guests and team members, resolving challenges, managing arrivals and departures, and delivering seamless, luxury service in line with the standards of the world’s tallest hotel.

Key Responsibilities:

• Oversee daily operations of the Front Office, Guest Relations, and Bell Services during assigned shifts.

• Greet VIP guests and ensure all special preferences and requirements are met.

• Lead the shift briefing, assign tasks, and support the team in achieving service excellence.

• Resolve guest complaints and incidents promptly and professionally, escalating when necessary.

• Monitor room inventory, upgrades, walk situations, and special arrivals in coordination with Rooms Controller.

• Ensure a warm, personalized, and efficient check-in/check-out process.

• Maintain lobby presence and guest engagement throughout the shift.

• Conduct room inspections for VIPs and ensure amenities are in place.

• Support training and development of Guest Service Agents, Concierge, and Bellmen.

• Prepare shift reports and handovers for smooth communication between teams.

Desired Skill & Expertise

• 3–5 years of experience in Front Office or Guest Services in a luxury hotel environment.

• Previous supervisory or managerial experience is required.

• Strong leadership, problem-solving, and guest recovery skills.

• Proficiency in Opera Cloud or similar Property Management Systems.

• Impeccable grooming, communication, and interpersonal skills.

• Fluent in English; additional languages are an advantage.