Assistant Guest Experience Manager

NovoTel; As Sudiyah; On-site; OMR 9,000 - 15,000; Full time

Job summary

NovoTel is seeking a Guest Relations role to ensure warm welcomes and memorable stays. You will coordinate VIP arrivals, manage personalized guest experiences, and monitor satisfaction to drive loyalty.

Requirements include a Bachelor’s in Hospitality or related field, fluency in English and Arabic, and a minimum of 3 years in guest relations or hospitality management. Flex shifts and cross-functional collaboration are expected.

Qualifications

• Bachelor’s degree in Hospitality, Business Admin, or related field.
• Fluent in English and Arabic with excellent verbal and written communication.
• Minimum 3 years in Guest Relations, Front Office, or hospitality management.
• Strong leadership, communication, and team management skills.
• Excellent customer service, problem-solving, and complaint-handling abilities.

Responsibilities

• Ensure a warm welcome and professional farewell for all guests, creating a positive experience.
• Coordinate special events, VIP arrivals, and personalized guest experiences.
• Monitor guest satisfaction and take actions to improve overall experience.
• Train, coach, and support team in guest relations and service standards.
• Maintain guest records and preferences in the hotel management system for personalization.
• Assist in initiatives to improve guest engagement and loyalty.
• Handle guest complaints professionally with timely resolution.
• Coordinate with Front Office, Housekeeping, F&B, Concierge, and other departments.
• Manage guest communications and follow-ups.

Skills

English

Arabic

Leadership

Communication

Team Management

Customer Service

Problem Solving

Complaint Handling

Attention to Detail

Cross-Cultural

Education

Bachelor’s degree in Hospitality Management / Business Administration

Tools

Hotel Management Systems

Microsoft Office

Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist, and let your heart guide you in this world where life beats faster.

Job Description

Key Responsibilities

• Ensure a warm welcome and professional farewell for all guests, creating a positive and memorable guest experience.
• Organize and coordinate special events, VIP arrivals, and personalized guest experiences according to guest preferences.
• Monitor guest satisfaction and feedback and implement appropriate actions to improve the overall guest experience.
• Train, coach, and support team members in guest relations, service standards, and hospitality best practices.
• Maintain accurate guest records, preferences, and special requests in the hotel management system to support personalized service.
• Assist in developing and implementing initiatives to improve guest satisfaction, engagement, and loyalty.
• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest service.
• Manage guest communications, including correspondence, special requests, pre-arrival arrangements, and follow-up.
• Monitor service quality and ensure compliance with Novotel service standards and hotel policies across all guest touchpoints.
• Assist in coordinating concierge services, transportation, activities, and other guest requests.
• Support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency.

Qualifications

Job Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Fluency in English and Arabic with excellent verbal and written communication skills.
• Minimum 3 years of experience in Guest Relations, Front Office, or hospitality management, preferably within a hotel environment.
• Strong leadership, communication, and team management skills.
• Excellent customer service, problem-solving, and complaint-handling abilities.
• Strong attention to detail and the ability to remain professional and composed under pressure.
• Proficiency in hotel management systems and Microsoft Office.
• Good understanding of hospitality service standards and guest experience practices.
• Ability to work flexible shifts, including weekends and public holidays.
• Strong interpersonal and cross-cultural communication skills.