Luxury Guest Experience Specialist

Ennismore; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

SLS Dubai Hotel and Residences is a luxury five-star property in Downtown Dubai, part of Ennismore under the Accor family. We are seeking a guest relations host to warmly welcome guests, assist with check-in, and share information about facilities and local attractions.

You will respond to inquiries, coordinate special requests for VIP guests, and collaborate with front desk, housekeeping, and concierge to deliver seamless service and memorable experiences.

Qualifications

• Previous experience in a customer service role, preferably within hospitality.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to guest satisfaction.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in hotel management systems and computer applications.
• Gracious, friendly and fun demeanor.

Responsibilities

• Greet guests upon arrival, assist with check-in procedures, and provide information about hotel facilities, services, and local attractions.
• Act as a point of contact for guests throughout their stay, addressing inquiries, requests, and concerns promptly and courteously.
• Handle guest complaints and issues effectively and professionally, seeking solutions to ensure guest satisfaction while adhering to hotel policies.
• Maintain open communication with guests, colleagues, and other departments to ensure seamless coordination and exceptional service delivery.
• Coordinate special services for VIP guests, such as room upgrades and welcome amenities.
• Conduct follow-up calls or emails to guests after their stay to gather feedback and express appreciation for their patronage.
• Complete administrative tasks related to guest relations, such as updating guest profiles and handling billing inquiries.
• Work collaboratively with front desk, housekeeping, and concierge to ensure guests' needs are met.

Skills

Customer service

Communication

Problem solving

Multitasking

Attention to detail

English proficiency

Teamwork

Calm under pressure

Hospitality experience

Tools

PMS software

Job description

SLS Dubai Hotel and Residences is a luxury five-star property in Downtown Dubai, part of Ennismore under the Accor family. We are seeking a guest relations host to warmly welcome guests, assist with check-in, and share information about facilities and local attractions.

You will respond to inquiries, coordinate special requests for VIP guests, and collaborate with front desk, housekeeping, and concierge to deliver seamless service and memorable experiences.