Guest Experience Manager at InterContinental Residences Dubai Business Bay & Crowne Plaza Business Bay (Pre-Opening)
- Dubai
- Permanent
- Full-time
- Develop and implement strategies to enhance overall guest satisfaction and loyalty.
- Oversee the day-to-day operations of the guest experience department, including guest relations, concierge services, and front desk operations.
- Train and supervise staff to ensure exceptional service delivery and adherence to hotel standards.
- Monitor guest feedback through surveys, reviews, and direct communication channels, and address any concerns or issues promptly.
- Collaborate with other departments, such as housekeeping and maintenance, to maintain high standards of cleanliness, safety, and functionality throughout the property.
- Coordinate special requests and arrangements for VIP guests, including dining reservations, transportation, and special amenities.
- Stay updated on industry trends and best practices in guest experience management and implement innovative solutions to improve service quality.
- Prepare reports and presentations on guest satisfaction metrics, operational performance, and revenue generation initiatives.
- Act as a liaison between guests and management, providing regular updates on guest feedback, preferences, and trends.
- Foster a positive work environment that promotes teamwork, professionalism, and continuous improvement.
- Preferably candidates with pre-opening hotel experience.
- Bachelor's degree in hospitality management, Business Administration, or related field.
- Proven experience in guest relations, front office management, or similar roles within the hospitality industry.
- Strong leadership skills with the ability to motivate and develop a diverse team.
- Excellent communication and interpersonal abilities, with a focus on building rapport and resolving conflicts effectively.
- Exceptional organizational and multitasking skills, with the ability to prioritize tasks in a fast-paced environment.
- Proficiency in hotel management software and Microsoft Office suite.
- Knowledge of industry regulations and best practices in guest service and experience management.
- Flexibility to work evenings, weekends, and holidays as required.
- Certification in guest service management or related areas is a plus.
- Previous experience working in luxury or boutique hotels is preferred.
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