Senior Guest Experience Operations Lead

Dubai Holding; Dubai; On-site; AED 201,000 - 290,000; Full time

Job summary

Dubai Holding Entertainment oversees premier guest destinations in Dubai, including Ain Dubai, Global Village, MOTIONGATE Dubai, LEGOLAND Dubai and more, delivering world-class experiences to a diverse audience. The company values guest satisfaction, innovation, and teamwork across its entertainment portfolio.

We are seeking a proactive Guest Operations professional to oversee daily operations, resolve guest issues, analyze feedback, and drive continuous improvements while mentoring junior

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, Operations Management, or a related field.
• 4–6 years of relevant experience in guest operations, customer experience, hospitality, or entertainment.
• Practical experience using Salesforce CRM or a comparable platform.
• Good knowledge of Salesforce Service Cloud, including case management, workflows, dashboards, reporting, and service automation.
• Experience managing guest complaints, operational reporting, and service improvement initiatives.
• Strong interpersonal, problem‑solving, and English communication skills, with the ability to handle escalated situations professionally.

Responsibilities

• Oversee daily guest operations, delivering high service standards and a positive visitor experience.
• Manage guest complaints and escalations, coordinating effective and timely service recovery.
• Monitor guest feedback and identify opportunities to improve satisfaction and the overall guest journey.
• Manage customer relationship management cases, ensuring accurate records, appropriate assignment, timely resolution, and effective reporting.
• Analyse operational and guest feedback data and provide actionable recommendations for service improvements.
• Coordinate with cross‑functional teams to maintain consistent and efficient guest experience operations.
• Train and supervise junior team members and support operational readiness, including seasonal preparations, special events, VIP visits, and high‑traffic periods.
• Review operating procedures and support continuous improvement while maintaining compliance with guest service standards and policies.

Skills

Customer experience

Interpersonal skills

Problem solving

Mentoring

Education

Bachelor’s degree in Business Administration, Hospitality Management, Operations Management, or a related field

Tools

Salesforce CRM

Salesforce Service Cloud

Job description

Dubai Holding Entertainment oversees premier guest destinations in Dubai, including Ain Dubai, Global Village, MOTIONGATE Dubai, LEGOLAND Dubai and more, delivering world-class experiences to a diverse audience. The company values guest satisfaction, innovation, and teamwork across its entertainment portfolio.

We are seeking a proactive Guest Operations professional to oversee daily operations, resolve guest issues, analyze feedback, and drive continuous improvements while mentoring junior