Hotel Operations & Guest Experience Manager

Accor; Dubai; On-site; AED 134,000 - 234,000; Full time

Job summary

Accor seeks a capable hospitality professional to assist in managing hotel operations at Grand Mercure Dubai City. You will help coordinate reservations, front office processes and guest services while supporting KPI development and staff succession planning.

With prior hospitality experience and a strong focus on guest satisfaction, you will lead by example in a fast-paced, customer-centric environment and collaborate across departments to deliver exceptional guest experiences.

Qualifications

• Previous hospitality experience in a similar role.
• Experience with Property Management System is required.
• Proficient in Microsoft Windows applications.
• University/College degree in a related discipline preferred.
• Professional presentation.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Able to work cohesively as part of a team.
• Focus on guest needs, remaining calm and courteous at all times.

Responsibilities

• Assist with the management of all operational departments as required.
• Management of roster, costings and forecasting.
• Professional development of Reservation Agents to ensure strong succession planning.
• Involvement in and management of setting KPI's for Front Office & guest satisfaction.
• Process and assist with check-in, check-out of guests, ensuring all procedures are adhered to.
• Assist in all areas of the hotel to eliminate potential issues including Food & Beverage operations.
• Immediately attending to guest requests and leading, by example, to other members of the team by being proactive and resourceful.
• Responsibility for the health and safety of all patrons, guests and staff members.
• Overseeing of whole guest experience from Reservation through to departure.
• Your ability to 'surprise' our guests with your natural bright and bubbly customer service style is what sets you apart from the rest.
• You are able to develop relationships with other department heads across the hotel to ensure a high level of customer service at all times.

Skills

Interpersonal skills

Problem solving

Team player

Guest service orientation

Communication

Calm under pressure

Education

University/College degree in related discipline

Tools

Property Management System

Microsoft Windows

Job description

Accor seeks a capable hospitality professional to assist in managing hotel operations at Grand Mercure Dubai City. You will help coordinate reservations, front office processes and guest services while supporting KPI development and staff succession planning.

With prior hospitality experience and a strong focus on guest satisfaction, you will lead by example in a fast-paced, customer-centric environment and collaborate across departments to deliver exceptional guest experiences.