Senior Luxury Guest Experience Manager

Ennismore; Abu Dhabi; On-site; AED 180,000 - 280,000; Full time

Job summary

Ennismore seeks an experienced Guest Relations professional in Abu Dhabi to ensure exceptional welcome, check-in/check-out, and personalized services for VIP and luxury guests. You will handle inquiries, coach a guest relations team, and collaborate with Front Office, Concierge, and Housekeeping to deliver seamless experiences.

The role emphasizes proactive guest engagement, service recovery, and accurate guest profiling using PMS/CRM tools, with a focus on maintaining highest service standards

Qualifications

• Diploma or Bachelor's degree in Hotel Management or related discipline preferred.
• Experience in front office, guest relations or similar luxury role.
• Proven VIP guest handling and service recovery experience.

Responsibilities

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.
• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
• Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.
• Monitor guest satisfaction and provide feedback to management for service improvements.
• Supervise and support the Guest Relations team in daily operations.
• Provide coaching and guidance to team members to maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping and other departments for seamless experiences.
• Maintain guest records, preferences and special requests in the hotel system.
• Assist in preparing daily reports, VIP arrival plans and guest recognition programs.
• Support the Guest Relations Manager in audits and quality control initiatives.
• Assist in planning and executing VIP services and guest recognition programs.
• Ensure proper arrangements for guest amenities and personalized services.

Skills

VIP guest management

Guest profiling

CRM practices

Complaint handling

Leadership

Interpersonal skills

Communication

English proficiency

Russian language

Education

Diploma or Bachelor's Degree in Hotel Management

Luxury Hospitality qualifications

Tools

PMS/CRM systems

Microsoft Office

Job description

Ennismore seeks an experienced Guest Relations professional in Abu Dhabi to ensure exceptional welcome, check-in/check-out, and personalized services for VIP and luxury guests. You will handle inquiries, coach a guest relations team, and collaborate with Front Office, Concierge, and Housekeeping to deliver seamless experiences.

The role emphasizes proactive guest engagement, service recovery, and accurate guest profiling using PMS/CRM tools, with a focus on maintaining highest service standards