Senior Guest Experience Manager

Raffles Hotels and Resorts; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hotel in the UAE seeks a Guest Relations Manager to ensure maximum guest satisfaction through exceptional service and team leadership. The role involves managing guest relations, handling VIP guests, and collaborating with various departments to enhance the guest experience. Ideal candidates will have a degree in Tourism or Hotel Management, along with strong leadership and communication skills, and a minimum of 5 years of relevant experience.

Qualifications

• Minimum 5 years relevant experience, including 2 years in a managerial role.
• High integrity and focus on continuous improvement.
• Deep knowledge of Front Office operations.

Responsibilities

• Lead the Guest Relations team to provide intuitive service.
• Handle VIP guests with discretion and ensure their preferences are met.
• Gather and analyze guest feedback for service improvements.

Skills

Organizational skills

Leadership

Communication

Adaptability

Education

Degree in Tourism or Hotel Management

Tools

Opera PMS

Job description

KEY ROLES AND RESPONSIBILITIES FOR GUEST RELATIONS

Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival through departure.

Guest Satisfaction & Service Excellence

1. Lead the Guest Relations team to provide intuitive, anticipatory service maintaining the highest level of efficiency and professionalism.
2. Ensure exceptional guest satisfaction through personalized recognition and attentive service, aligning with LQA standards.
3. Handle VIP and high-profile guests with discretion, ensuring their preferences are met and expectations exceeded.
4. Collaborate with all hotel departments to elevate the guest experience, ensuring seamless service delivery.
5. Handle guest concerns and requests promptly and professionally to ensure complete satisfaction.
6. Gather and analyze guest feedback, addressing areas for improvement and implementing actionable enhancements.
7. Provide ongoing training and development for team members to improve service delivery.
8. Conduct departmental meetings to ensure clear communication and alignment on service standards.
9. Work closely with Front Office, Housekeeping, and F&B teams to ensure a flawless guest experience.
10. Communicate pertinent information about VIP arrivals/departures to the Director of Rooms.

Guest Relations Management

1. Monitor the Loyalty Programme and guest history to ensure repeat guests and VIPs receive special recognition.
2. Prepare and coordinate the timely placement of welcome letters and amenities with the Butler team.
3. Address and follow up on guest complaints, ensuring prompt resolution.
4. Attend VIP events to gather feedback and improve service quality.
5. Monitor guest feedback from surveys, reviews, and comments, implementing improvements accordingly.
6. Review VIP room allocations and special requests to ensure proper handling.
7. Promote hotel facilities and services, encouraging inter-hotel sales.
8. Participate in team meetings to ensure operational alignment.
9. Conduct performance appraisals and onboarding for team members.
10. Coach and provide feedback to foster growth and performance.

Compliance, Safety & Financial Management

1. Maintain knowledge of credit policies, liaising with Finance to ensure proper procedures.
2. Assist in preparing and managing the department's annual budget, monitoring costs.
3. Ensure adherence to health and safety guidelines, maintaining a secure environment.
4. Address hazards proactively, log incidents, and notify supervisors as needed.

Qualifications & Personal Attributes

• Strong organizational skills and ability to manage a diverse team.
• Excellent leadership and communication abilities.
• High integrity, dedication, and focus on continuous improvement.
• Flexible management style adaptable to changing environments.
• Deep knowledge of Front Office operations.
• Proficiency with Opera PMS preferred.
• Degree in Tourism or Hotel Management.
• Minimum 5 years relevant experience, including 2 years in a managerial role.