Luxury Club Experience & Operations Lead

Novotel & ibis Balikpapan; Dubai; On-site; AED 450,000 - 650,000; Full time

Benefits offered by this job

Complimentary upgrades

Extended stays

Discounted stays across Fairmont & RRA

Dining and wellness discounts

Exclusive colleague perks

Job summary

Raffles Club in Dubai is seeking an Operations and Experience Manager to lead day-to-day operations and ongoing development, ensuring warm, personalized service and distinctive guest experiences across breakfast, afternoon tea and aperitivo.

You will collaborate with Rooms, Food & Beverage, Culinary and other hotel teams to maintain high standards, manage budgets, mentor teams and drive continuous improvement in guest journeys.

Qualifications

• Degree in tourism hospitality or hotel management.
• At least five years of relevant experience including a minimum of three years in a management role.
• Demonstrated ability to manage budgets, control costs and monitor performance measures.
• Fluent in English; knowledge of an additional language is an advantage.
• Strong knowledge of Micros and Microsoft Office; Opera Cloud experience is an advantage.

Responsibilities

• Lead the Club during operating hours delivering warm personalised service.
• Set service standards across all touchpoints.
• Shape guest experiences for breakfast, afternoon tea and aperitivo coordinating with F&B and Culinary teams.
• Meet and engage with guests, recognise repeat visitors and respond to individual needs.
• Monitor guest feedback and address complaints with corrective actions.
• Coordinate welcome letters, amenities and guest arrangements ensuring timely completion.
• Promote the hotel facilities and experiences across departments to ensure a seamless guest journey.
• Maintain the lounge to the expected standard.
• Oversee F&B service across breakfast, afternoon tea and aperitivo with menus and presentation coordination.
• Stock check and inventory management.
• Calculate and review F&B costs for each service period and monitor spend vs. budget.
• Manage day-to-day operating expenses and protect food quality and guest experience.
• Translate ideas and guest insights into action plans and review results.
• Lead development of service operations and guest journey improvements.

Skills

Leadership

Guest service

Communication

Decision making

Problem solving

Organization

Education

Degree in tourism hospitality or hotel management

Tools

Micros

Opera Cloud

Microsoft Office

Job description

Raffles Club in Dubai is seeking an Operations and Experience Manager to lead day-to-day operations and ongoing development, ensuring warm, personalized service and distinctive guest experiences across breakfast, afternoon tea and aperitivo.

You will collaborate with Rooms, Food & Beverage, Culinary and other hotel teams to maintain high standards, manage budgets, mentor teams and drive continuous improvement in guest journeys.