Manager, Guest Experience

Kerzner International Management; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hospitality brand in Dubai seeks an experienced Manager, Guest Experience to enhance guest satisfaction at One&Only Royal Mirage. This role involves being the primary contact for guests throughout their stay, promoting resort amenities, and leading the Front Office team. Candidates should have 2-3 years of experience in luxury resorts or five-star hotels and strong communication skills in English and/or another language. Knowledge of the local area is an advantage.

Qualifications

• 2-3 years’ experience in luxury resorts or five-star hotels.
• Reputation of being a trusted collaborative partner.
• Proficient in English and/or another language, Middle East/GCC experience is a plus.

Responsibilities

• Be the main contact for all guests' inquiries pre-arrival, in-house, and post-stay.
• Promote the resort professionally and courteously.
• Drive the team to provide an extraordinary experience.

Skills

Excellent communication skills

Guest relationship management

Collaboration

Job description

Overview

Manager, Guest Experience (9298)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for an experienced Manager, Guest Experience to join the Front Office team at One&Only Royal Mirage Hotel in Dubai.

Responsibilities

With the global growth of our brands, you will be an integral part of the Resort’s success and your role goes beyond developing potential relationships with our guests and colleagues. You will be the main point of contact for all guests: pre-arrival, in house and post stay. This inclusive of communication via the hotel switchboard, front desk, luxury boat transfers and reservations department. Promote One&Only Royal Mirage in a professional, knowledgeable, and courteous manner to both in house and potential guests. To ensure that all guests’ expectations are met, and exceeded, throughout their stay at the resort. To be familiar with all resort standards, policies and procedures to ensure department is run effectively and efficiently. To be familiar with all the resort facilities, restaurants, local attractions, and other points of interest, in order to be able to promote and answer all enquiries concerning services and highly diversified queries from guests. Additionally, driving the team to provide an enjoyable and extraordinary One&Only experience and ensuring that we always “blow away our guests”.

Qualifications

Suitable candidate will be reporting directly to the Front of House Manager.

Should have a minimum of 2-3 years’ experience in a similar position in luxury resorts or five-star hotels, who will have a reputation of being a trusted and a collaborative partner of the business.

Excellent spoken and written communication skills in English and/or another language. Middle East/GCC experience is an advantage.

About Our Brand

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.