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KERZNER INTERNATIONAL LIMITED

About The Role
 
The Operations Manager, Wellness and Guest Experience is a results-driven and guest-centric leader responsible for overseeing the daily operations of wellness operations and holistic guest experiences at AWAKEN SPA in Atlantis The Royal. This role combines operational excellence with emotional intelligence to ensure Forbes Five Star service delivery and fosters seamless cross-section collaborations between the Wellness Experience Agents and Wellness Attendants. This pivotal role is responsible for curating seamless and personalised guest journeys across spa, wellness and holistic touchpoints. Person in this role strategically drives team performance whilst maintaining the highest standards in service, compliance and profitability.
 
Key duties and responsibilities:
 
Guest Experience leadership:
<ul>
<li>Oversee and elevate the end-to-end guest journey across spa, wellness, and holistic services, ensuring Forbes Five-Star service standards are consistently met.</li>
<li>Drive personalization by integrating guest preferences, treatment history, and wellness goals into service delivery and post-visit care.</li>
<li>Resolve guest concerns and service recovery situations promptly, ensuring satisfaction and brand loyalty.</li>
</ul>
 
 Wellness Operations Management:
<ul>
<li>Manage the day-to-day operations of spa, wellness, and guest experience departments, ensuring operational efficiency, cleanliness, safety, and luxury ambiance.</li>
<li>Oversee scheduling, treatment room utilization, inventory control, and supplier coordination to support smooth and profitable operations.</li>
<li>Support seasonal initiatives including wellness events, signature experiences, and cross-promotional programming.</li>
</ul>
 
Commercial &amp; Strategic Contributions:
<ul>
<li>Support the Director of Wellness in achieving revenue targets, treatment capture ratios, and retail conversion goals.</li>
<li>Implement guest loyalty, upsell, and package strategies to increase average spend per guest.</li>
<li>Monitor guest satisfaction scores (e.g., GRI, NPS), analyse trends, and implement corrective actions where necessary.</li>
<li>Participate in brand and property-wide initiatives focused on guest experience, wellness innovation, and team engagement.</li>
</ul>
 
Management of Team
<ul>
<li>Build and foster collaborative relationships with other departments within the organization to stay informed and abreast of new initiatives, products, and services.</li>
<li>Contribute to the preparation of the department budget and monitor the financial performance of a given area versus the budget.</li>
<li>Manage the effective achievement of objectives through setting individual objectives, managing performance, developing staff, and providing formal and informal feedback.</li>
<li>Manage and inspire a talented and diverse group of colleagues, supporting their development and career growth</li>
</ul>
 
 About You 
 
We are looking for candidates who can demonstrate the below:
<ul>
<li>Minimum of 5 years of experience as a Spa Manager within a similarly rated property</li>
<li>Drive towards quality with keen attention to detail and ability to communicate standards clearly to all colleague levels</li>
<li>Confidence in handling conflict resolution, service recoveries and generally handling difficult or emotionally charged situations positively and coming to mutual solutions.</li>
<li>Highly intuitive and with keen senses, able to think on their feet, decisive and articulate in communication style.</li>
<li>Passionate and interested in the Spa, Fitness, Wellness industry</li>
<li>Strong business, therapy or fitness background as a requirement.</li>
<li>Strong communication, interpersonal and organizational skills </li>
<li>Strong leadership qualities, yet able to work independently or as part of a greater collaborative team.</li>
<li>Confidence and professionalism in dealing with high profile and/or difficult guests and must be confident in liaising with senior hotel and resort management, owners and government officials.</li>
<li>Ability to work under pressure, be used to a high-volume operation, be very hands on, highly visible and approachable</li>
</ul>
 
 Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. 
 Join a team that is adventurous, creative, warm-hearted and extroverted. 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.

Operations Manager, Wellness & Guest Experience

Accor Group

Job Title Assistant Guest Relations Manager - Guest Experience and Service Excellence (Accor Dubai) Job Description Assistant Guest Relations Manager - Guest Experience and Service Excellence (Accor Dubai) Your Mission Accor is looking for an Assistant Guest Relations Manager to oversee daily guest engagement and front-of-house service operations at one of its luxury Dubai properties. In this full-time role, you will supervise the Guest Relations team, handle VIP arrivals, respond to guest concerns, and promote a warm, personalized experience across all touchpoints. This role is ideal for service-focused professionals with strong leadership skills and a passion for luxury hospitality. Job Essentials Job Location: Dubai, UAE Industry: Hospitality Function: Hospitality / Travel Salary: 9000-11000 monthly (Market estimated) Gender: Any (Female preferred) Candidate Nationality: Any Candidate Current Location: Any Job Type: Full-time Main Responsibilities * Supervise the day-to-day operations of the Guest Relations department and ensure adherence to quality service standards * Personally welcome VIPs, oversee guest cocktails, and maintain lobby presence to ensure all guests are assisted * Monitor and respond to guest inquiries, letters, and complaints with discretion and professionalism * Support and coach the Guest Relations team in delivering high-impact guest experiences * Coordinate guest activities and communication between Front Office, Housekeeping, F&amp;B, and General Management * Track and analyze guest feedback, taking direct action when needed to resolve issues and convert experiences into loyalty * Maintain and update departmental attendance, training records, and vacation overviews * Support cross-training efforts, interdepartmental collaboration, and staff morale * Handle any tasks assigned by the Guest Relations Manager or cover their responsibilities when required * Ensure departmental grooming, punctuality, and behavior align with hotel brand standards * Participate in hotel opening task force initiatives when needed Candidate Requirements * University degree in Hotel or Hospitality Management * 3 to 4 years of experience in a similar guest-facing leadership role, ideally within a five-star hotel * Excellent interpersonal and communication skills * Proficient in handling guest complaints and service recovery * Able to inspire and lead a diverse service team in a high-volume setting * Well-groomed, punctual, and consistently professional in conduct * Fluent in English; additional languages are a plus * Female candidates are preferred for this position Perks and Benefits * Employee benefit card offering discounted rates at Accor properties worldwide * Access to professional development programs through Accor Academies * Global career mobility across Accor s network of 110+ countries * Opportunity to participate in purpose-driven initiatives like Planet 21 * Work in a diverse, inclusive environment that values talent and encourages growth

Assistant Guest Relations Manager

Conservatorium Hotel

<div><div><div>Assistant Guest Relations Manager
 <div></div><div><div><ul><li>JR-03920
</li> </ul></div><div></div><div><ul><li>Rooms
</li> </ul></div><div></div><div><ul><li>Full time
</li> </ul></div><div></div><div><ul><li>Permanent
</li><div></div><li><div>Mandarin Oriental Downtown, Dubai
</div></li>
</ul></div></div><div></div><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></div></div></div>

Confidential

<div>
 
 We are looking for a refined, service-driven Assistant Guest Relations Manager to support the delivery of exceptional guest experiences and uphold Forbes Five-Star service standards. The ideal candidate will be polished, empathetic, and proactive, with strong leadership and communication skills.
 
 
 
 
 
 Key Responsibilities:
 
 
 &bull; Assist in leading the Guest Relations team to ensure every guest receives a warm, personalized, and seamless experience from arrival to departure.
 
 
 &bull; Support VIP, VVIP, and repeat guest recognition programs, ensuring special preferences are anticipated and exceeded.
 
 
 &bull; Oversee daily lobby operations, guest engagement, and service quality audits.
 
 
 &bull; Handle guest inquiries, requests, and complaints with professionalism, discretion, and efficient resolution.
 
 
 &bull; Conduct room inspections for VIP arrivals, ensuring all amenities and setups meet luxury standards.
 
 
 &bull; Coordinate with Front Office, Concierge, Housekeeping, F&amp;B, and other departments to deliver flawless service.
 
 
 &bull; Assist in developing guest experience initiatives and enhancing service rituals aligned with Forbes standards.
 
 
 &bull; Prepare departmental reports, manage scheduling, and support training for Guest Relations colleagues.
 
 
 &bull; Monitor guest feedback platforms and ensure timely follow-up to maintain high satisfaction scores.
 
 
 &bull; Represent the Guest Relations Manager in their absence and maintain a strong presence in guest-facing areas.
 
 
 
 
 
 Requirements:
 
 
 &bull; 2&ndash;4 years of Guest Relations or Front Office experience in a five-star or Forbes-rated luxury hotel.
 
 
 &bull; Strong leadership, communication, and interpersonal skills with a guest-centric mindset.
 
 
 &bull; Polished, professional appearance and exceptional service etiquette.
 
 
 &bull; Excellent problem-solving abilities and emotional intelligence.
 
 
 &bull; Experience managing VIP guests and handling sensitive situations with discretion.
 
 
 &bull; Strong knowledge of Opera or similar PMS systems.
 
 
 &bull; Ability to multitask and remain composed in a fast-paced environment.
 
 
 &bull; Fluency in English; additional languages are a strong advantage.
 
 
 &bull; Flexibility to work shifts, weekends, and public holidays.
 
 
 
 
 
 If you are passionate about creating memorable guest moments and elevating luxury hospitality, we invite you to apply for the role of Assistant Guest Relations Manager.
 
</div>

The First Group

Operations &amp; Standards <ul> <li>Supervise daily spa operations, ensuring smooth guest flow and adherence to SOPs.</li> <li>Monitor cleanliness, hygiene, and readiness of treatment rooms and public areas.</li> <li>Oversee stock levels of professional products, linens, and amenities; coordinate replenishment as needed.</li> <li>Ensure proper use and care of spa equipment and treatment tools.</li> <li>Assist the Wellness Manager with operational reporting and audits.</li> </ul> Guest Experience <ul> <li>Greet and engage with guests, ensuring a warm and professional welcome.</li> <li>Manage appointment scheduling and ensure seamless guest journeys.</li> <li>Handle guest concerns or feedback promptly, escalating when necessary.</li> <li>Support the delivery of personalized spa experiences and service recovery.</li> </ul> Team Supervision <ul> <li>Supervise and support therapists, receptionists, and attendants during shifts.</li> <li>Ensure team members are following service protocols, grooming standards, and professional conduct.</li> <li>Conduct on-the-job training and coaching as directed by the Wellness Manager.</li> <li>Assist in preparing rosters, ensuring adequate coverage during peak periods.</li> </ul> Business &amp; Sales Support <ul> <li>Promote upselling of spa treatments, packages, and retail products.</li> <li>Monitor daily treatment and retail performance; provide feedback to the Wellness Manager.</li> <li>Support retail inventory control and monthly stocktaking.</li> <li>Assist with the execution of spa promotions and seasonal offers.</li> </ul>

Wellness Spa Supervisor

EDEN'S Homes & Villas

As our Guest Relations Manager, you will be the heart of our guest experience. You will be responsible for ensuring every guest enjoys a seamless, luxurious, and memorable stay at our properties across Dubai. From the moment they book until they check out, you will anticipate their needs, resolve any issues swiftly, and act as the friendly, professional face of EDEN S Homes &amp; Villas. Your goal is to drive 5-star reviews and build lasting guest loyalty.
Primary Responsibilities
<ul>
 <li>Pre-Arrival &amp; Planning:
 <ul>
 <li>Proactively communicate with guests before arrival, providing essential information, check-in instructions, and personalized recommendations for their Dubai stay.</li>
 <li>Coordinate guest preferences and special requests to ensure a tailored experience.</li>
 </ul>
 </li>
 <li>Seamless Check-in &amp; Check-out:
 <ul>
 <li>Manage all aspects of guest arrivals and departures, including key handover (in-person or via smart locks), property orientation, and final inspections.</li>
 <li>Ensure all mandatory guest registrations with Dubai Tourism and Commerce Marketing (DTCM) are completed accurately and on time.</li>
 </ul>
 </li>
 <li>24/7 Guest Support:
 <ul>
 <li>Be the primary point of contact for guests throughout their stay, responding promptly and professionally to all inquiries via phone, chat, email, and booking platforms.</li>
 <li>Efficiently resolve any guest issues or complaints, coordinating with maintenance, cleaning, and other teams as needed, always aiming for quick and satisfactory solutions.</li>
 <li>Handle emergency situations with calm and efficiency, ensuring guest safety and property protection.</li>
 </ul>
 </li>
 <li>Guest Satisfaction &amp; Reviews:
 <ul>
 <li>Proactively seek guest feedback and identify opportunities to enhance their experience.</li>
 <li>Encourage guests to leave positive reviews and actively manage online review platforms, responding professionally to all feedback.</li>
 </ul>
 </li>
 <li>Property Liaison:
 <ul>
 <li>Communicate guest feedback and any property-related issues directly to the Property Management team for prompt action.</li>
 <li>Ensure properties are always stocked with essential linens, toiletries, and welcome amenities.</li>
 </ul>
 </li>
 <li>Continuous Improvement:
 <ul>
 <li>Contribute ideas and insights to improve guest services processes and enhance the overall guest journey.</li>
 <li>Stay informed about Dubai s attractions, events, and services to provide accurate and engaging recommendations to guests.</li>
 </ul>
 </li>
</ul>

Guest Relations Manager

Marriott International

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Guest Relations Duty Manager

Explore 10000+ Guest experience manager in Dubai United Arab Emirates this November. Find roles across top companies and apply now to boost your career.

10000 guest experience manager jobs IN Dubai United Arab Emirates

Operations Manager, Wellness & Guest Experience

Assistant Guest Relations Manager

Assistant Guest Relations Manager

Assistant Guest Relations Manager

Wellness Spa Supervisor

Guest Relations Manager

Guest Relations Duty Manager