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Guest Experience Manager M/F - Pullman Dubai Deira City Centre - UAE

Missions: 

  • Guest Experience Manager works closely with all departments to assess service standards and delivery on a regular basis.
  • Has a perfect understanding and clear vision of the brand’s guest promise, is exemplary in their manner and behavior.
  • Is the guest’s voice within the hotel; centralizes, analyses and processes by the hotel.
  • Provides necessary explanations and training for the hotel’s heads of department in establishing a continuous improvement process and in introducing any necessary changes in working flow
  • In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible.
  • Leads and develops a team of Guest Experience Champions within the hotel to conduct deep-dives / self assessments and identify improvement opportunities and solutions.
  • Respond to all Guest feedback. E.g. VOG, TrustYou, and guest-generated content on various social media platform or travel site.
  • Reviews and communicates best practices implements in other LUXE hotels, follows up on implementation at the property whenever relevant.
  • Champions the internal communication of Guest experience related matters to all connectors in the hotel
  • Support GM/HM in driving a guest-centric culture in the Hotel & Residences and in creating awareness and understanding among connectors on the importance od the Guest Experience.


Requirements: 

  • Ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen.
  • Capacity to work independently and with stakeholders in order to enhance the Guest Experience relevant / innovative products, services and programs
  • The ability to create and lead a guest journey culture at the property.
  • Be able to lead and foster excellence and innovation.
    • Excel
    • Power Point
    • Word
    • Opéra


Skills: 

  • Level of Education: Bachelor / Licence
  • Areas of study: Hospitality Management
  • Professional experiences: 3 to 5 years
  • Languages essential: English (Primary tongue) / Arabic (Working level)


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