guest experience manager

Masarra

<div>
 
 The Guest Experience Manager leads the reservations and concierge onsite teams, aligning them to optimize customer service operations, sales, and B2B output. The role also includes managing and directing assistant managers and their respective teams of concierge agents and reservations executives by communicating senior leadership expectations, leading change programs, and acting as a point of escalation. The role is dynamic, responding to senior leadership requirements such as leading initiatives, executing sales targets, optimizing processes, and leading small to medium projects to implement changes across technology, processes, and people. The Reservations Manager is proficient in people management, including performance management, disciplinary processes, hiring, and personnel development, and has a solid foundation in reservations experience. The ideal candidate will focus on business performance excellence, continuous business improvement, employee experience, insightful reporting, sales, achieving operational efficiencies, and building stakeholder relationships.
 
 
 
 
 
 Job Scope:
 
 
 
 
 
 
 Leadership &amp; Team Management
 
 
 <ul>
 <li>
 Lead, mentor, and inspire a team of Assistant Managers, Concierge Executives, Reservations Agents, and Specialists.
 </li>
 <li>
 Foster collaboration, accountability, and continuous development within the team.
 </li>
 <li>
 Drive engagement and morale through recognition, open communication, and feedback.
 </li>
 <li>
 Act as an escalation point, using sound judgment and company policies to guide decisions.
 </li>
 <li>
 Represent the team in leadership forums and champion operational priorities.
 </li>
 </ul>
 
 
 Operational Excellence
 
 
 <ul>
 <li>
 Ensure delivery of world-class omni-channel customer service (phone, email, chat, social media, in-person).
 </li>
 <li>
 Develop and monitor KPIs for service quality, sales, and performance.
 </li>
 <li>
 Lead process improvements, SOP updates, and new system integrations.
 </li>
 <li>
 Manage guest escalations (B2B &amp; B2C) to ensure swift resolution and satisfaction.
 </li>
 <li>
 Oversee compliance with all company policies, working hours, and service standards.
 </li>
 </ul>
 
 
 Business Performance &amp; Improvement
 
 
 <ul>
 <li>
 Analyze performance data to identify improvement opportunities and optimize operations.
 </li>
 <li>
 Lead business improvement and lean initiatives to enhance productivity.
 </li>
 <li>
 Partner with cross-functional teams (Sales, PMO, Operations) to drive ROI on initiatives.
 </li>
 <li>
 Present findings and recommendations to leadership for informed decision-making.
 </li>
 </ul>
 
 
 Reporting &amp; Analytics
 
 
 <ul>
 <li>
 Develop dashboards and reports to track KPIs, service levels, and customer satisfaction.
 </li>
 <li>
 Provide actionable insights for resource planning and forecasting.
 </li>
 <li>
 Collaborate with Workforce Management to ensure operational efficiency and manpower optimization.
 </li>
 </ul>
 
 
 Collaboration &amp; Stakeholder Management
 
 
 <ul>
 <li>
 Partner with Marketing, Sales, and IT to ensure seamless coordination across functions.
 </li>
 <li>
 Maintain strong relationships with Yas Island theme parks, off-island attractions, and external clients.
 </li>
 <li>
 Lead task forces during key projects, product launches, or seasonal peaks.
 </li>
 <li>
 Serve as a trusted advisor to leadership, bringing front-line insights to strategic discussions.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Experience
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Management or equivalent.
 </li>
 <li>
 Certifications in Contact Centre Management (COPC), CX, Leadership, Lean Six Sigma, or Project Management are an advantage.
 </li>
 <li>
 3+ years&rsquo; experience in customer service operations, hospitality, or customer experience.
 </li>
 <li>
 At least 1 year of managing process improvement or business performance programs.
 </li>
 <li>
 Strong analytical, leadership, and communication skills with a passion for people and service.
 </li>
 <li>
 Proven ability to manage omni-channel operations in a fast-paced environment.
 </li>
 <li>
 Strong leadership and people management skills.
 </li>
 <li>
 Excellent communication and interpersonal abilities.
 </li>
 <li>
 Analytical mindset with experience in data-driven decision-making.
 </li>
 <li>
 Proficiency in customer service software and tools.
 </li>
 <li>
 Strategic thinker with a continuous improvement mindset.
 </li>
 <li>
 Ability to work in a fast-paced and dynamic environment.
 </li>
 <li>
 Fluent in English
 </li>
 </ul>
 
 Desirable:
 
 <ul>
 <li>
 English and Arabic fluency or any other language.
 </li>
 </ul>
 
 Coaching and mentorship skills.
 
</div>

Guest Experience Manager

TAIT

<div>TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life. With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock &lsquo;n&rsquo; roll concert staging to setting the global standard for extraordinary live events and experiences through cutting-edge technology, precision engineering, and creative design. TAIT&rsquo;s 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe, including partnerships with Taylor Swift, Cirque Du Soleil, Royal Opera House, Nike, NASA, Bloomberg, Google, Beyonc&eacute;, and The Olympics 
Join TAIT&rsquo;s Riyadh team as the operational heartbeat of our regional HQ &mdash; leading guest experience, office operations, and executive support in one of Saudi Arabia&rsquo;s most dynamic creative production companies.
Position Purpose 
 
The Hospitality Lead oversees a mixture of specialties including Customer Service, Reception, Administrative Support, and Office Management. This role is responsible for creating a welcoming environment and seamless experience for all of TAIT&rsquo;s visitors, supporting customers and global team members with travel arrangements/local logistics, supporting client visits, and managing the entrances in our Riyadh location. This role will also help support some members of the executive team with client-specific support tasks.
Responsibilities<ul><li>
Create a welcoming environment for visitors, clients and contractors</li><li>
Travel and logistics support &ndash; providing support with planning and coordinating local and international travel arrangements for both clients and internal staff</li><li>
Support with the coordination of meetings and conferences &ndash; coordinating and overseeing client visits including securing facilities to host meetings, arranging catering and other related tasks</li><li>
Overseeing the front of house/reception areas &ndash; create a welcoming and professional environment</li><li>
Administrative requests from time to time in support of shared services and/or other departmental needs</li><li>
Assisting the Executive and Senior Leadership teams with ad-hoc tasks as required</li><li>
Proactively taking inventory of office supplies and replenishing as and when required. Own the reorder process for all office supplies and canteen supplies</li><li>
Assisting and/or managing the organization of company events</li><li>
Maintain office credit card and process monthly expenses for office supplies for approval and system entry</li><li>
Promptly and professionally handle incoming calls and direct them to appropriate person, taking messages where necessary. Ensure calls are logged onto the CRM for future tracking and reference</li><li>
Executive support &ndash; Supporting members of the senior team with client-specific support tasks when required</li><li>
Communicate with clients and guests ahead of their visit, offering assistance and ensuring they feel welcomed and expected</li><li>
Treat every visitor as a VIP and provide intuitive guidance (clients, vendors, staff)</li><li>
Ensure visitors are correctly signed into the building and have correct parking permits and badges where required</li><li>
General administrative support &ndash; assist with general administrative duties, special projects and ad-hoc client requests as assigned</li><li>
Sort all mail and distribute it throughout the office, coordinating ingoing and outgoing mail</li><li>
Process incoming invoices for credit card payment</li><li>
Maintain an active Employee roster to reference for phone requests that are not in the system, as well as safety for the front desk with recently terminated employees</li><li>
Management of fleet &ndash; Booking cars and ensuring correct documentation is taken and filed</li><li>
Management and coordination for office Lease documentation</li><li>
Recording and liaising for office Governmental documentation validity and renewal such as Trade license, establishment cards, registration, etc.)</li><li>
Building relationships to develop an understanding of regular visiting clients and their requirements to ensure their visit is seamless and productive including appropriate visa requirements for entrance status to MENA region countries</li><li>
Supply management &ndash; responsible for the order and management of office supplies, kitchen supplies and supermarket food orders</li><li>
Coordinate and facilitate any repairs, visits, inspections or similar via third party contractors</li><li>
Day to day office and facilities management, coordination and organization</li><li>
Ensuring alignment with Global Hospitality team goals and expectations and as well as alignment with Hospitality Manager</li><li>
Adhere to all company safety policies and procedures</li><li>
Attend meetings, seminars, and training sessions as required</li><li>
Perform assigned duties according to the policies and expectations prescribed by the company</li></ul>
Position Requirements<ul><li>
Minimum 2 years relevant work experience, entertainment industry experience is a plus</li><li>
Customer service experience</li><li>
Excellent written and verbal communication skills</li><li>
No degree is required</li></ul>
TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.</div>

Office & Guest Experience Manager

Accor

<div>
 
 Company Description
 
 
 
 Mantis is a leading, conservation-focused hotel group with eco-lodges, waterways and curated eco-resorts located all over the world. Sustainable travellers have been enjoying eco-tourism, safaris and adventure travel with Mantis since 2000. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate. Whether small and intimate or vast and complex, on a sweeping African plain, beach-side escape or bustling city, each is an exceptional place for guests to find themselves. While uniquely different in the experiences they offer, all are linked through a collective obsession to be extraordinary, to be rare in a world that mass-produces sameness.
 
 
 
 Job Description
 
 
 
 
 Guest Experience Manager
 
 
 
 As Guest Experience Manager, you will oversee all aspects of the guest experiences at Hawar Resort, ensuring each guest receives personalized and memorable service. Serve as the main point of contact for VIP guests and handle any special requests or concerns with discretion and efficiency. Develop and implement guest service standards and procedures to enhance overall guest satisfaction. Collaborate with various departments to ensure seamless service delivery and address any issues promptly. Monitor guest feedback and reviews, responding in a timely manner. Conduct regular colleagues training sessions, maintain a visible presence, analyze feedback, handle complaints, and foster strong guest relationships.
 
 
 
 What Is In It For You
 
 
 
 <ul>
 <li>
 Engage in conservation efforts and help preserve wildlife.
 </li>
 <li>
 Enjoy sustainable adventures with exclusive rewards.
 </li>
 <li>
 Celebrate locality and heritage in a vibrant community.
 </li>
 <li>
 Advance your career with global development opportunities.
 </li>
 <li>
 Drive change through impactful social initiatives.
 </li>
 <li>
 Collaborate with a passionate, innovative team.
 
 
 </li>
 </ul>
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 VIP Guest Contact: Serve as the main point of contact for VIP guests and handle any special requests or concerns with discretion and efficiency.
 </li>
 <li>
 Develop Service Standards: Develop and implement guest service standards and procedures to enhance overall guest satisfaction.
 </li>
 <li>
 Collaborate Across Departments: Collaborate with various departments to ensure seamless service delivery and address any issues promptly.
 </li>
 <li>
 Monitor Feedback: Monitor guest feedback and reviews, responding in a timely and professional manner.
 </li>
 <li>
 Staff Training: Conduct regular training sessions for staff to uphold and improve service standards.
 </li>
 <li>
 Visible Presence: Maintain a visible presence in the lobby and other guest areas to proactively engage with guests.
 </li>
 <li>
 Analyze Feedback: Analyze guest feedback to identify trends and areas for improvement, implementing strategies to address any gaps.
 </li>
 <li>
 Handle Complaints: Handle guest complaints and resolve issues in a manner that exceeds guest expectations.
 </li>
 <li>
 Foster Relationships: Foster strong relationships with guests, encouraging repeat visits and loyalty to the resort.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Educational Requirements: Bachelor&rsquo;s degree in hospitality management or related field.
 </li>
 <li>
 Experience: Minimum of 5 years of experience in a guest relations or guest experience role within a luxury hotel or resort setting.
 </li>
 <li>
 Language Skills: Fluent in Arabic and English, with excellent verbal and written communication skills in both languages.
 </li>
 <li>
 Interpersonal Skills: Strong interpersonal and problem-solving abilities.
 </li>
 <li>
 Guest Relations Management: Proven ability to manage guest relations and enhance guest satisfaction.
 </li>
 <li>
 Organizational Skills: Excellent organizational and multitasking skills.
 </li>
 <li>
 Technical Proficiency: Proficient in hospitality management systems and relevant software.
 </li>
 <li>
 Flexibility: Ability to work flexible hours, including evenings, weekends, and holidays.
 
 
 </li>
 </ul>
 Additional Information
 
 
 
 Our commitment to Diversity &amp; Inclusion:
 
 We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
 
 
 
 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/
 
 
 
 About Mantis Collection:
 
 Mantis is a boutique hospitality group that was founded by conservationist Adrian Gardiner in 2000, with its main focus predominantly in Africa and the Middle East. Mantis grew from Adrian&rsquo;s vision to restore and rewild degraded farmland which he developed into a widely-acclaimed Private Game Reserve. This was the first private game reserve in the Eastern Cape and the beginning of eco-tourism in a poverty-stricken province that had few opportunities outside of commercial farming. Adrian and the Mantis team successfully created a place where man and nature could co-exist sustainably. From this initial success, the Mantis model was then developed worldwide, understanding that consumers could use the Mantis portfolio as a mark of quality, consistency and character. Today the diverse portfolio of handpicked properties links up to create travel journeys, which offer guests the opportunity to experience the essence of the location in a setting of tailored luxury. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.
 
 
 Do what you love, care for the world, dare to challenge the status quo!
 
 #BELIMITLES
 
</div>

Guest Experience Manager - Arabic Speaker

Hilton

<div>
 An Guest Operations Manager is responsible for ensuring all operations and guest service functions are carried out to deliver an excellent guest experience while working across departments to ensure well executed events.
 
 
 
 What will I be doing?
 
 
 
 As an Guest Operations Manager, you will be responsible for ensuring all operations and guest service functions are carried out to deliver an excellent guest experience. An Guest Operations Manager will also be required to liaise with the Operation and Maintenance teams to ensure well executed events. Specifically, you will be responsible for performing the following tasks to the highest standards:
 
 
 <ul>
 <li>
 Ensure all operations and guest service functions are carried out as per the guest's instructions, with efficient use of resources and technical equipment
 </li>
 <li>
 Ensuring all departments are kept informed of guest needs and feedback
 </li>
 <li>
 Support Operations Management team to respond immediately to changes received
 </li>
 <li>
 Ensure high levels of communication are maintained between the Operations Department and other departments
 </li>
 <li>
 Assist in ensuring all function spaces are well maintained and complete monthly maintenance checks of all function spaces with the Operations Manager; develop maintenance program with in-house technicians and contractors
 </li>
 <li>
 Liaise daily with the engineering department to ensure equipment is in place and provide feedback on overall performance and availability
 </li>
 <li>
 Ensure relevant members of the team are fully trained in all aspects of the job i.e. technical equipment, knowledge of space and food offerings etc.), and that ongoing training is in place
 </li>
 <li>
 Guest Operations Manager with training needs and development
 </li>
 <li>
 Maintain good communication and work relationships in all hotel areas
 </li>
 <li>
 Ensure that staffing levels are maintained
 </li>
 <li>
 Comply with hotel security, fire regulations and all health and safety legislation
 </li>
 <li>
 Be environmentally aware
 
 
 
 </li>
 </ul>
 
 What are we looking for?
 
 
 
 An Guest Operations Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
 
 
 <ul>
 <li>
 Customer Service experience in supervisory or higher capacity
 </li>
 <li>
 Ability to listen and respond to demanding guest needs
 </li>
 <li>
 Excellent leadership skills
 </li>
 <li>
 Excellent interpersonal and communication skills
 </li>
 <li>
 Accountable and resilient
 </li>
 <li>
 Committed to delivering high levels of customer service
 </li>
 <li>
 Ability to work under pressure
 </li>
 <li>
 Flexibility to respond to a range of different work situations
 </li>
 <li>
 Excellent grooming standards
 
 
 
 </li>
 </ul>
 It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
 
 
 <ul>
 <li>
 Previous experience in similar role
 </li>
 <li>
 A degree or diploma in Hotel Management or equivalent
 </li>
 <li>
 Passion for delivering exceptional levels of guest service
 </li>
 <li>
 High level of IT proficiency
 
 
 
 </li>
 </ul>
 
 What will it be like to work for Hilton?
 
 
 
 Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
 
 
 
 Work Locations
 
 
 
 Hampton by Hilton Zeytinburnu
 
 
 
 Schedule
 
 
 
 Full-time
 
 
 
 Brand
 
 
 
 Hampton by Hilton
 
 
 
 Job
 
 
 
 Guest Services, Operations, and Front Office
</div>

Guest Operations Manager

Equinox Hotels

<div>
 
 
 Your Next Role Starts Where Innovation and Purpose Meet
 
 
 
 
 
 
 Red Sea Global is proud to partner with
 
 Equinox Hotels
 
 &mdash;a global icon in fitness and high performance living&mdash;as they launch a groundbreaking resort at Amaala.
 
 
 
 
 
 This opportunity doesn&rsquo;t come often. We are actively supporting
 
 Equinox
 
 in their talent efforts by spotlighting this exciting role. Join the Equinox&rsquo;s high-performance lifestyle ecosystem. Be a lifestyle leader and take your hospitality career to a whole new level.
 
 
 
 
 
 If you're ready to step into a role where innovation meets purpose, this is your moment to explore your next chapter with
 
 Equinox
 
 Amaala.
 
 
 
 
 
 
 Work Inspired. Lead Boldly. Grow with Equinox Amaala &mdash; Approach Life with Appreciation!
 
 
 
 
 
 
 
 Job Overview:
 
 
 <ul>
 <li>
 Under the direction of the Front Office Manager and/or in the absence of the Director of Rooms, the Guest Relations Manager oversees the daily operation of the Guest Relations Department, ensuring the delivery of exceptional, personalized guest experiences at all stages of the stay.
 </li>
 <li>
 This role focuses on VIP handling, guest recognition, service recovery, and coordination across departments to ensure seamless service delivery.
 </li>
 <li>
 The Guest Relations Manager also acts as a liaison between guests and management, leading the team to consistently achieve and maintain brand and service standards.
 </li>
 </ul>
 
 
 
 
 
 Reports To:
 
 Front Office Manager
 
 
 
 
 
 
 Essential Job Functions:
 
 
 
 
 
 <ul>
 <li>
 Oversees the daily operation of the Guest Relations Department ensuring smooth handling of all guest interactions, arrivals, in-house, and departures.
 </li>
 <li>
 Reviews all VIP arrivals, guest preferences, and special requests; ensures all arrangements and amenities are executed to the highest standard.
 </li>
 <li>
 Ensures that all guest profiles are updated accurately and communicated across relevant departments.
 </li>
 <li>
 Personally greets VIP guests, long-staying guests, and returning guests, ensuring personalized recognition and attention.
 </li>
 <li>
 Supervises the preparation and approval of welcome letters, amenities, and special occasion arrangements (honeymoon, anniversary, birthday, etc.).
 </li>
 <li>
 Monitors and coordinates airport transfers and lobby presence to ensure efficient guest flow and warm welcomes.
 </li>
 <li>
 Handles guest complaints, concerns, and requests with professionalism and empathy, ensuring appropriate service recovery and follow-up.
 </li>
 <li>
 Conducts daily briefings with the Guest Relations team to review arrivals, special requests, VIPs, and functions.
 </li>
 <li>
 Prepares and reviews daily reports such as VIP Arrivals, Guest Preferences, Birthdays, and Airport Pickups.
 </li>
 <li>
 Ensures strong communication and cooperation between Front Office, Housekeeping, Room Service, and other departments to deliver a seamless guest experience.
 </li>
 <li>
 Trains, motivates, and supervises Guest Relations Executives and Officers, ensuring service consistency and adherence to brand standards.
 </li>
 <li>
 Reviews and manages departmental schedules to ensure adequate coverage for operational demands.
 </li>
 <li>
 Monitors guest satisfaction scores and trends, identifies areas for improvement, and implements corrective actions.
 </li>
 <li>
 Conducts regular inspections of VIP rooms and public areas to ensure cleanliness, readiness, and brand alignment.
 </li>
 <li>
 Attends daily operations and leadership meetings as determined by the Front Office Manager.
 </li>
 <li>
 Acts as Manager on Duty when assigned.
 </li>
 <li>
 Ensures all guest amenities, welcome letters, and special gifts are within budget and properly tracked.
 </li>
 <li>
 Works in coordination with Sales and Reservations for special group or VIP events, delegations, and long-stay guests.
 </li>
 <li>
 Complies with hotel safety, hygiene, and brand standards.
 </li>
 <li>
 Performs other duties as assigned by management.
 </li>
 </ul>
 
 
 
 
 
 Qualifications/Skills:
 
 
 
 
 
 
 Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.
 
 
 
 
 
 
 Essential:
 
 
 <ul>
 <li>
 Three to five years of experience in a similar role within a luxury hotel environment.
 </li>
 <li>
 Prior guest relations or front office leadership experience required.
 </li>
 <li>
 Strong communication and interpersonal skills, with fluency in English (additional languages preferred).
 </li>
 <li>
 Ability to handle high-pressure situations with composure and professionalism.
 </li>
 <li>
 Demonstrated ability to train, lead, and motivate a team.
 </li>
 <li>
 Excellent organizational skills with keen attention to detail and follow-through.
 </li>
 <li>
 Proficiency in Opera PMS and Microsoft Office applications.
 </li>
 <li>
 Flexibility to work shifts, weekends, and holidays as required.
 </li>
 </ul>
 
 
 
 
 
 Essential Physical Abilities:
 
 
 <ul>
 <li>
 Endure various physical movements throughout the work areas.
 </li>
 <li>
 Ability to push, pull, grasp, lift or carry supplies, equipment or supplies
 </li>
 <li>
 Ability to work in a standing position for long periods of time (up to 5 hours).
 </li>
 <li>
 Explain: One-on-one communication with guest, manager and fellow employees.
 </li>
 <li>
 Must be able to see the physical conditions of designated areas.
 </li>
 <li>
 Must be able to observe the physical environment and respond to emergency situations.
 </li>
 <li>
 Ability to effectively handle multiple demands and challenging guest relations issues.
 </li>
 <li>
 Experience working in Saudi Arabia or the GCC region.
 </li>
 <li>
 Knowledge of Forbes or LQA service standards.
 </li>
 <li>
 Certification in hospitality or leadership training programs.
 </li>
 </ul>
 
 
 
 
 This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an &ldquo;at will&rdquo; employment relationship.
 
</div>

Guest Relations Manager

<div>Guest Relations Manager - German Speaking
A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. 
 
What will I be doing? 
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
<ul><li>Meet, greet and direct Guests who enter the lobby area</li>
<li>Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements</li>
<li>Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner</li>
<li>Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations</li>
<li>Manage, record and resolve promptly Guest or customer complaints</li>
<li>Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge</li>
<li>Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate</li>
<li>Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest</li>
<li>Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget</li>
<li>Maintain good communication and work relationships in all hotel areas</li>
<li>Maintain staffing levels to meet business demands</li>
<li>Attend all Reception meetings and Executive Lounge Meetings</li>
<li>Comply with hotel security, fire regulations and all health and safety legislation</li>
<li>Act in accordance with policies and procedures when working with front of house equipment and property management systems</li>
<li>Assist with other departments, as necessary</li>
</ul>What are we looking for? 
Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:<ul>
<li>Previous managerial experience in a customer service function</li>
<li>An ability to listen and respond to demanding Guest needs</li>
<li>Excellent leadership, interpersonal and communication skills</li>
<li>Accountable and resilient</li>
<li>Commitment to delivering a high level of customer service</li>
<li>Ability to work under pressure</li>
<li>Flexibility to respond to a variety of different work situations</li></ul>
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:<ul>
<li>Previous experience in a customer service function or a similar role</li>
<li>A passion for delivering an exceptional level of Guest service</li>
<li>High level of IT proficiency</li></ul> 

What will it be like to work for Hilton? 
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!</div>

Guest Relations Manager - German Speaking

Evoke Luxury Holiday Homes

Guest Relations Manager &ndash; Holiday HomesLocation: Dubai, UAE Full-time | Flexible hoursWe're looking for a Guest Relations Manager to join our holiday homes team in Dubai! If you're passionate about hospitality, love meeting new people, and know your way around the city, this could be a great fit.What you&rsquo;ll do:<ul><li>Welcome guests and ensure they have a smooth check-in/check-out experience</li><li>Be the go-to person for guest questions, issues, or requests</li><li>Visit and inspect properties to keep everything guest-ready</li><li>Coordinate with housekeeping and maintenance teams</li><li>Stay on top of DTCM rules and handle guest registration and reports</li><li>Work flexible hours, including evenings or weekends when needed</li></ul>What we&rsquo;re looking for:<ul><li>Valid UAE driving license (you&rsquo;ll be on the move!)</li><li>Experience in holiday homes or short-term rentals (at least 2 years)</li><li>Good understanding of DTCM regulations</li><li>Great communication and problem-solving skills</li><li>Organized, proactive, and reliable</li></ul>What we offer:<ul><li>Competitive salary</li><li>Supportive team and growth opportunities</li><li>Fuel allowance and work phone</li></ul>Sound like you? Send us your CV &mdash; we&rsquo;d love to meet you!Job Type: Full-timeAbility to commute/relocate:<ul><li>Dubai: Reliably commute or planning to relocate before starting work (Required)</li></ul>Education:<ul><li>Bachelor's (Required)</li></ul>Experience:<ul><li>Holiday Homes: 1 year (Preferred)</li></ul>Language:<ul><li>English (Preferred)</li></ul>License/Certification:<ul><li>Driving License (Required)</li></ul>

Search 10000+ Guest experience manager jobs near you this November. New roles added regularly across leading industries. Apply today.

10000 guest experience manager jobs NEAR_ME

Guest Experience Manager

Office & Guest Experience Manager

Guest Experience Manager - Arabic Speaker

Guest Operations Manager

Guest Relations Manager

Guest Relations Manager - German Speaking

Guest Relations Manager