VIP Guest Experience Leader (Luxury Hotel)

SOFITEL; Dubai; On-site; AED 201,000 - 335,000; Full time

Job summary

Sofitel Dubai is seeking an experienced Duty Manager / Guest Relations leader to ensure exceptional guest experiences in our luxury hotel. The role involves hands-on leadership, supervising Front Office operations, and coordinating with Housekeeping, F&B, Engineering, and Security to maintain brand standards.

Ideal candidates will have 3–5 years in luxury hotel operations, including Front Office or Guest Relations, and familiarity with Opera PMS. UAE market experience is a plus.

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field preferred.
• Minimum 3–5 years of progressive experience in luxury hotel operations, including Front Office or Guest Relations.
• Experience as a Duty Manager or senior Front Office supervisory role preferred.
• Experience in UAE or GCC luxury hospitality market advantageous.

Responsibilities

• Be visibly present in lobby and public areas, engaging with guests and anticipating needs.
• Welcome VIPs, dignitaries, and repeat guests, honoring preferences and requests.
• Own service recovery for guest complaints with swift, empathetic handling.
• Monitor guest feedback channels and respond in real time.
• Conduct regular walkthroughs to ensure cleanliness and brand-standard presentation.
• Coordinate between Front Office, Housekeeping, F&B, Engineering, and Security during shifts.
• Oversee check-in/check-out flow during peak periods and support Front Office.
• Coordinate group arrivals, events, and VIP movements smoothly.
• Supervise and motivate on‑duty colleagues across departments.
• Conduct shift briefings and document incidents and resolutions.

Education

Bachelor's degree in Hospitality Management, Business, or related field

Tools

Opera PMS

Job description

Sofitel Dubai is seeking an experienced Duty Manager / Guest Relations leader to ensure exceptional guest experiences in our luxury hotel. The role involves hands-on leadership, supervising Front Office operations, and coordinating with Housekeeping, F&B, Engineering, and Security to maintain brand standards.

Ideal candidates will have 3–5 years in luxury hotel operations, including Front Office or Guest Relations, and familiarity with Opera PMS. UAE market experience is a plus.