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customer experience manager Jobs in Dubai

customer experience manager

guest experience manager

One&Only Resorts

<div>
 ( 18116 )
 
 
 At One&amp;Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests&rsquo; stay to bring their dreams and desires to life. With an atmosphere that&rsquo;s chic but wonderfully unstuffy&trade;, and a team who are meticulous but warm, we seek to exceed our guests&rsquo; expectations at every possible turn.
 
 
 Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&amp;Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest&rsquo;s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it&rsquo;s our passion.
 
 
 Assistant Guest Experience Manager is responsible for overseeing the daily operations, reporting, training, and management of the Guest Experience team. With experience in a high-end luxury or boutique hotel/resort environment, this role supports the Front Office and Guest Services teams in delivering exceptional customer service and ensuring that all colleagues are empowered with the tools and guidance they need to succeed. The position also manages guest flow in public areas, handles inquiries, and ensures prompt resolution of service issues while maintaining the highest standards of hospitality.
 
 
 
 Key Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Maintain a positive, professional, and motivated attitude at all times.
 </li>
 <li>
 Display outstanding hospitality skills aligned with the brand&rsquo;s five service pillars.
 </li>
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 Manage day-to-day operations, ensuring quality standards and guest satisfaction are consistently achieved.
 </li>
 <li>
 Maintain high visibility in guest areas during peak hours and provide immediate assistance as needed.
 </li>
 <li>
 Interact regularly with guests to obtain feedback on service and product quality.
 </li>
 <li>
 Record and track guest feedback and issues in the guest response system and ensure timely follow-up.
 </li>
 <li>
 Handle guest complaints and resolve issues efficiently to ensure satisfaction and loyalty.
 </li>
 <li>
 Support and implement the guest recognition and service recovery programs.
 </li>
 <li>
 Serve as a role model by demonstrating professional and service-oriented behavior.
 </li>
 <li>
 Supervise and manage team members, ensuring understanding of roles and responsibilities.
 </li>
 <li>
 Observe service performance and provide ongoing feedback, coaching, and mentoring.
 </li>
 <li>
 Empower employees to deliver exceptional service and resolve guest concerns proactively.
 </li>
 <li>
 Identify training needs and assist in conducting departmental training sessions.
 </li>
 <li>
 Participate in hiring, onboarding, and performance evaluations as required.
 </li>
 <li>
 Coordinate with all departments to ensure seamless service delivery.
 </li>
 <li>
 Conduct regular property tours to monitor appearance, safety, staffing, and maintenance.
 </li>
 <li>
 Ensure adherence to hotel policies, standard operating procedures, and safety guidelines.
 </li>
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 Assist in managing departmental reports, budgets, and performance metrics.
 </li>
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 Support energy conservation and sustainability initiatives through operational compliance.
 </li>
 <li>
 Perform Front Desk duties as required during peak business periods.
 </li>
 <li>
 Fully understand and implement emergency procedures (fire, accident, theft, etc.).
 </li>
 <li>
 Ensure compliance with security, health, and safety policies and regulations.
 </li>
 <li>
 Participate in investigations of guest or employee incidents when need
 
 
 </li>
 </ul>
 
 Education &amp; Experience Requirements
 
 
 
 <ul>
 <li>
 Minimum 2 years&rsquo; experience in a luxury or boutique hotel, preferably in guest services or front office.
 </li>
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 Proven skills in hospitality operations, guest service management, and team development.
 </li>
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 Previous experience in reservations and revenue management is an advantage.
 </li>
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 Excellent communication, leadership, and interpersonal skills.
 </li>
 <li>
 Proficiency in Microsoft Office Suite and property management systems.
 </li>
 <li>
 Strong problem-solving, listening, and analytical abilities.
 </li>
 <li>
 Fluency in verbal and written English (additional languages preferred).
 
 
 </li>
 </ul>
 Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
</div>

Assistant Manager, Guest Experience

Accor

<div><div>Company Description</div> 
&quot;Why work for Accor? 
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor&rsquo;s limitless possibilities. 
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ 
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS&quot;<div> 
Job Description</div> 
The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing all aspects of guest services and relations. This role involves handling guest inquiries, resolving complaints, coordinating special requests, and maintaining high standards of hospitality to enhance customer satisfaction and loyalty. The Guest Relations Manager will be reporting directly to the Assistant Front Office Manager and the Rooms Division Manager handling groups of Guest Relations team members to achieve all below objectives.
Key Objectives
1. Significantly Improve Booking.com Score
Booking.com scores strongly influence our visibility, ranking, and revenue. A dedicated Guest Relations Team will:<ul><li>
Manage all Booking.com pre-arrival communication, ensuring guest requests and expectations are addressed before arrival.</li><li>
Conduct personalized welcome and follow-up interactions with Booking.com guests to reduce the risk of negative reviews.</li><li>
Implement a daily recovery plan to address issues immediately&mdash;before they escalate to online complaints.</li><li>
Ensure post-stay messaging is done professionally to encourage positive reviews and strengthen our online reputation.</li><li>
Monitor daily Booking.com comments, categorize issues, and coordinate with departments for quick actions that directly improve the score.</li></ul>
2. Full Ownership of Guest Satisfaction Across Both Hotels
The team will:<ul><li>
Oversee arrival experience, lobby presence, and first impressions, which greatly influence guest sentiment.</li><li>
Manage real-time service recovery, maintaining a high presence in public areas and guest floors to detect issues early.</li><li>
Track and resolve guest complaints, ensuring every concern is closed with proper follow-up.</li><li>
Coordinate with Operations, Housekeeping, and Engineering to minimize repetitive service gaps.</li></ul>
3. Enhance Loyalty &amp; Member Experience
Loyalty members expect a higher level of recognition and personalization. The team will:<ul><li>
Handle VIP &amp; loyalty arrival preparation, ensuring rooms, amenities, and preferences are perfectly aligned.</li><li>
Provide consistent communication with ALL and Accor loyalty members, ensuring they feel recognized and valued.</li><li>
Monitor member satisfaction scores, focusing on repeat guests and their preferences.</li><li>
Conduct daily briefings to identify expected loyalty arrivals and ensure their stay experience exceeds expectations.</li></ul><div> 
Qualifications</div> 
SKILLS &amp; EXPERIENCE:<ul><li>Excellent communication &amp; problem solving skills.</li><li>Bachelor&rsquo;s Degree with minimum of 2 years experience in similar capacity</li><li>Excellent leadership, interpersonal and communication skills.</li><li>Detail-oriented and highly reliable in thorough execution and follow-through.</li><li>A team player &amp; builder</li></ul><div> 
Additional Information</div> 
WHY WORK FOR ACCOR<ul><li>Employee benefit card offering discounted rates at Accor hotels worldwide.</li><li>Develop your talent through Accor&rsquo;s learning programs.</li><li>Opportunity to grow within your property and across the world!</li><li>Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.</li></ul></div>

Guest Relations Manager

Mandarin Oriental Hotel Group

<div>Mandarin Oriental Downtown, Dubai is looking for an Assistant Guest Relations Manager to join our Guest Relations team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world&rsquo;s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Nestled in the city's heart, Mandarin Oriental Downtown, Dubai offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards. With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms &amp; Suites. Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai is not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.
About the job
Based at the Mandarin Oriental Downtown, Dubai within the Guest Relations department in Dubai, the Assistant Guest Relations Manager is responsible to oversee Guest Relations department, Coffee person and Lobby hostess teams. They will be the key liaison between the hotel and our guests and will meet, greet, and escort all VIP guests and will ensure a smooth arrival and a fond farewell. Assistant Guest Relations Manager reports to the Guest Relations Manager.
As an Assistant Guest Relations Manager, you will be responsible for the following duties:<ul>
<li>
Serve as the main ambassador of the hotel, ensuring all guest interactions reflect professionalism, care, and brand standards.</li>
<li>
Oversee all guest relations functions, including VIP arrangements, special requests, and personalized experiences to drive guest satisfaction and loyalty.</li>
<li>
Lead, coach, and support the Guest Relations team, fostering teamwork, accountability, and adherence to hotel policies and service standards.</li>
<li>
Coordinate closely with key departments to ensure smooth operations, timely communication, and seamless delivery of VIP amenities and services.</li>
<li>
Analyse guest feedback and satisfaction data to identify improvement areas, enhance service quality, and support ongoing training initiatives.</li>
<li>
Promote a positive workplace culture by encouraging collaboration, recognizing achievements, resolving conflicts constructively, and modeling service excellence.</li>
</ul>
As an Assistant Guest Relations Manager, we expect from you:<ul>
<li>
At least 3 years of experience in a luxury 5-star hotel environment.</li>
<li>
Minimum 2 years of Front Office or Guest Relations experience in a luxury hotel.</li>
<li>
Minimum 2 years of Butler experience in a luxury setting.</li>
<li>
Proficient in Microsoft Office, PSMS, Alice, Alliants, Seven Rooms, and Rex systems.</li>
<li>
Previous hotel pre-opening experience is an advantage.</li>
<li>
Middle East experience and fluency in multiple languages are preferred.</li>
</ul>
Our commitment to you
<ul><li>Learning &amp; Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.</li>
<li>
MOstay. When you work as hard as our colleagues do, it&rsquo;s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.</li>
<li>
Heath &amp; Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.</li>
<li>
Colleague Comfort and Convenience: Benefit from comfortable accommodation, a duty transportation, and duty meals to ensure your work experience is both enjoyable and hassle-free.</li>
<li>
Competitive Salary and Benefits: We offer a competitive salary and an attractive benefits package, fully aligned with UAE industry standards, to ensure your financial well-being and stability.</li>
</ul>
We&rsquo;re Fans. Are you?</div>

Assistant Guest Relations Manager

ingenious vacation home rentals LLC

ngenious Vacation Homes LLC is a premium short-term rental company managing luxury apartments in Downtown Dubai. We&rsquo;re seeking a proactive Guest Relationship Manager to ensure exceptional guest experiences from inquiry to checkout. This role is ideal for someone with hospitality experience who thrives on communication, organization, and problem-solving.Key Responsibilities<ul><li>Respond to guest messages and calls via Airbnb, WhatsApp, and email.</li><li>Coordinate check-ins, check-outs, and guest ID verification.</li><li>Resolve guest issues promptly and professionally during their stay.</li><li>Work closely with cleaning, maintenance, and front desk teams.</li><li>Encourage positive reviews and manage guest feedback.</li><li>Provide local recommendations and concierge-style support.</li></ul>Requirements<ul><li>2+ years in hospitality, customer service, or short-term rentals.</li><li>Strong written and spoken English (Arabic a plus).</li><li>Familiarity with Airbnb, Booking.com, or PMS tools like Hostaway.</li><li>Tech-savvy, organized, and able to multitask.</li><li>Willing to work flexible hours including weekends and evenings.</li></ul>What We Offer<ul><li>Competitive salary</li><li>Bonus based on performance</li><li>Growth opportunities in a fast-scaling hospitality company</li><li>Dynamic and supportive team environment</li></ul>To Apply: Submit your CV and a short message on why you&rsquo;re a great fit. Immediate start preferred.Job Type: Full-timePay: From AED3,000.00 per month

ngenious Vacation Homes LLC is a premium short-term rental company managing luxury apartments in Downtown Dubai. We&rsquo;re seeking a proactive Guest Relationship Manager to ensure exceptional guest experiences from inquiry to checkout. This role is ideal for someone with hospitality experience who thrives on communication, organization, and problem-solving.Key Responsibilities<ul><li>Respond to guest messages and calls via Airbnb, WhatsApp, and email.</li><li>Coordinate check-ins, check-outs, and guest ID verification.</li><li>Resolve guest issues promptly and professionally during their stay.</li><li>Work closely with cleaning, maintenance, and front desk teams.</li><li>Encourage positive reviews and manage guest feedback.</li><li>Provide local recommendations and concierge-style support.</li></ul>Requirements<ul><li>2+ years in hospitality, customer service, or short-term rentals.</li><li>Strong written and spoken English (Arabic a plus).</li><li>Familiarity with Airbnb, Booking.com, or PMS tools like Hostaway.</li><li>Tech-savvy, organized, and able to multitask.</li><li>Willing to work flexible hours including weekends and evenings.</li></ul>What We Offer<ul><li>Competitive salary</li><li>Bonus based on performance</li><li>Growth opportunities in a fast-scaling hospitality company</li><li>Dynamic and supportive team environment</li></ul>To Apply: Submit your CV and a short message on why you&rsquo;re a great fit. Immediate start preferred.Job Type: Full-timePay: From AED4,000.00 per month

six senses

<div>As GEM Manager, I will assume full responsibility for the efficient operation of the Guest Experience department to provide exceptional products and services within brand operating standards.
The duties and responsibilities will include the following:
Have a thorough knowledge of all facilities and services offered by the hotel. Understand the hotel's policy on guaranteed reservations and no-shows.
Oversee the management of the guest history and profile system in conjunction with the Director of Operations. Support the Director of Operations and focus on the rejuvenation of the guests&rsquo; experience.
Work in partnership with other hotel departments to ensure guest&rsquo;s needs are determined /met and oversee the overall smooth operation of guest experience. Ensure that all set policies, procedures, best practices are in place and rigorously enforced.
Operate the property consistent with all legal, statutory and financial requirements and documentation, reporting systems, contractual obligations, security and safety protocols, communications, product and service standards, host management practices and budgetary controls are implemented, reviewed and maintained to ensure the successful operation of the hotel.
Qualifications

To execute the position of GEM Manager, I must have the required qualifications, technical skills and experience in a similar role in luxury hotels with proven results and includes the following:
Possess a Diploma and three years Front Office/Guest Service experience within luxury hotels or an equivalent combination of education and experience. Bachelor&rsquo;s degree in Hotel Management, Business Administration or related field plus more than three years&rsquo; experience in a similar hotel operational role, preferred.
Fluent in English; I understand that additional languages are preferred.
The above is intended to provide an overview of the role and responsibilities for a GEM Managert at Six Senses The Palm Dubai It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position.

Six Senses The Palm Dubai is an equal opportunity employer. This policy applies to all terms and conditions of employment.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.</div>

Guest Experience Maker (GEM) Manager- Six Senses The Palm Dubai

<div>As Guest Experience Maker (GEM) Supervisor, I will assume full responsibility for the efficient operation in the following:
Review arrivals and departures to plan for the next day&rsquo;s activities. Coordinate arrivals, departures and billing requirements. Block rooms for arrivals and ensures any discrepancies are resolved.
Review daily arrivals and departures to ensure proper handling of Special Guests, VIP Guests and Groups.
Ensure rooms are checked prior to guest&rsquo;s check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
Implement and maintain guest recognition program.
Assist in scheduling, training and providing feedback to Front Office Manager.
Handle guest feedbacks, inquiries, and comments. Log them and initiate appropriate action and follow up.
Ensure all equipment of the department is kept clean and in good working condition.

Upkeep Six Senses guidelines and standards of service and operation. My performance benchmarks are maintained and exceeded.
Strictly adhere to LQA standards and guest comments.
Qualifications

To execute the position of GEM Supervisor, I must have the required qualifications, technical skills and experience in a similar role in luxury hotels with proven results and includes the following:

Diploma or equivalent and at least 2 years&rsquo; experience within a luxury hotel operational setting. Hospitality diploma/degree from a recognized hospitality school is preferred.

Technical skills include MS Office &ndash; Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms. I have knowledge of hotel/resort and policies regarding reservations, discounts and detailed procedures in handling local and overseas room bookings.

Fluent in English; I understand that additional languages are preferred.
The above is intended to provide an overview of the role and responsibilities for a GEM Supervisor at Six Senses The Palm Dubai It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position.

Six Senses The Palm Dubai is an equal opportunity employer. This policy applies to all terms and conditions of employment.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.</div>

Guest Experience Maker (GEM) Supervisor- Six Senses The Palm Dubai

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Guest Experience Maker (GEM) Manager- Six Senses The Palm Dubai

Guest Experience Maker (GEM) Supervisor- Six Senses The Palm Dubai