Guest Services Manager

Yas Plaza Hotels by Aldar Hospitality; Abu Dhabi Emirate; On-site; AED 180,000 - 300,000; Full time

Job summary

Yas Plaza Hotels by Aldar Hospitality on Yas Island Abu Dhabi seeks a Guest Services Manager to create memorable guest experiences, lead the front desk team, and drive service excellence across all touchpoints. You will oversee check-in/out, handle guest feedback, and coordinate with housekeeping and F&B to ensure seamless service.

In this fast-paced luxury environment, you will mentor staff, monitor satisfaction, and implement proactive strategies to elevate guest experiences while maintaining

Qualifications

• Experience in hospitality, preferably in front office or guest services.
• Strong customer service skills and ability to create memorable experiences.
• Excellent verbal and written English communication.
• Ability to manage guest requests calmly and efficiently.
• Highly organized with multitasking ability and teamwork.

Responsibilities

• Supervise the guest service team, including hiring, training, scheduling, and performance management.
• Conduct regular team meetings and ongoing training to enhance team members' skills and knowledge.
• Act as the main point of contact for guest feedback, comments, and complaints, and ensure timely and appropriate resolution.
• Monitor guest satisfaction levels through surveys, reviews, and direct interactions, and take proactive measures to address any concerns.
• Oversee the check-in and check-out processes, as well as reservations and guest inquiries, to ensure efficient and accurate service delivery.
• Conduct regular assessments and audits of guest service operations to maintain high standards of service quality and compliance with company policies.
• Coordinate with other departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences and resolve any cross-departmental issues.
• Assist in developing and managing the guest service department budget, including labor costs, supplies, and other operational expenses.

Skills

Guest services leadership

Front office management

Customer service

English communication

Multitasking

Team collaboration

Job description

Yas Plaza Hotels by Aldar Hospitality is a dynamic collection of six international hotels located in the heart of Yas Island, Abu Dhabi. This vibrant destination offers a seamless blend of relaxation, indulgence, and recreation, making it the ultimate gateway to the Yas Island experience.

About the Job

We currently have an exciting opportunity for an Guest Services Manager to join our team at Yas Plaza Hotels. The ideal candidate will have a passion for hospitality and a desire to create unique and welcoming experiences for our guests. In this role, you will be responsible ensuring exceptional guest experiences, managing guest feedback, and implementing strategies to enhance guest satisfaction.

Key Duties and Responsibilities

• Supervise and lead the guest service team, including hiring, training, scheduling, and performance management.
• Conduct regular team meetings and provide ongoing training to enhance team members' skills and knowledge.
• Act as the main point of contact for guest feedback, comments, and complaints, and ensure timely and appropriate resolution.
• Monitor guest satisfaction levels through surveys, reviews, and direct interactions, and take proactive measures to address any concerns.
• Oversee the check-in and check-out processes, as well as reservations and guest inquiries, to ensure efficient and accurate service delivery.
• Conduct regular assessments and audits of guest service operations to maintain high standards of service quality and compliance with company policies.
• Coordinate with other departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences and resolve any cross-departmental issues.
• Assist in developing and managing the guest service department budget, including labor costs, supplies, and other operational expenses.

About You

• Previous experience in the hospitality industry, preferably in a front office management role.
• Strong customer service skills with a passion for creating memorable guest experiences.
• Excellent verbal and written communication skills in English.
• Ability to manage guest requests and preferences efficiently, calmly, and courteously.
• Highly organized with the ability to multitask and maintain high standards of professionalism and efficiency.
• A team player with a positive attitude and a strong work ethic.
• Ability to stay updated with the latest trends in the hospitality industry to ensure we provide the best service.
• Must be proactive and able to handle high-pressure situations with ease.
• Fluency or proficiency in Chinese, Russian, Arabic, Spanish, or French would be considered an advantage and is preferred, depending on the requirements of the position.

Shape Your Career with Yas Plaza Hotels by Aldar Hospitality

At Yas Plaza Hotels, every team member plays a crucial role in orchestrating an unparalleled guest experience. Set against the dynamic backdrop of Abu Dhabi, you will immerse yourself in an environment where innovation meets elegance, and every day offers the chance to contribute to the legacy of hospitality . Working with us means joining a culture of excellence, where your passion for hospitality creates unforgettable experiences and sets the benchmark for the future of refined living

Equal Opportunity Statement

Aldar is an equal opportunity employer. We celebrate all forms of diversity and remain committed to creating an inclusive and accessible environment for all applicants and employees. We will ensure that all candidates are provided reasonable accommodations to participate in the job application process, be considered for a range of critical job functions and receive other benefits and privileges of employment, ensuring equitable opportunities and accessibility for all. Please contact us to request accommodation. Your data will be treated confidentially