guest experience manager

Sheraton Grand Hotel, Dubai

<div>
 
 
 POSITION PURPOSE
 
 
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 The Guest Experience Manager is responsible for leading and enhancing the overall guest experience at Sheraton Grand Hotel, with a focus on Guest Relations, Club Rooms and Lounge, and activation of Sheraton&rsquo;s signature public spaces. This role ensures operational excellence while delivering brand-driven, personalized service that fosters a sense of community and connectivity.
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 This role activates key Sheraton public space proof points and programming including the Community Table, Studios, Booths and the Coffee Bar&amp;More which enable guest productivity and connectivity and foster a sense of community, delivering on the Sheraton experience.
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 Responsible to facilitates connectivity between guests and the local community by forming and managing partnerships with local businesses and organizing lobby events that promote the learning and growth of our guests.
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 Drives profitability in the transformed Sheraton public space and is empowered to use their discretion to elevate and deliver personalized guest service with a community mindset &ndash; critically important as a core value of the Sheraton brand.
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 Responsible for short and long term planning for the Club operation and assuring a continuous update with Sheraton Standards and training activities to the club team members.
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 Recommends budget and manage expenses/margins within approved budget constraints.
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 Follows and implement Sheraton Club program as per Brand Standards/Guidelines.
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 Provides personalized branded experience to club guests.
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 ESSENTIAL FUNCTIONS
 
 
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 Guests Communications as per VIP/Club service leader guide.
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 Ensure that services provided are in harmony with our Sheraton core values (warm, connecting and Community)
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 Monitor club rooms and suites inventory and ensure maximum availability on daily basis to maximize room revenue.
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 Take the necessary action to ensure FFE in the club lounge is well maintained.
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 Prepare a daily P&amp;L summary for Sheraton Club performance.
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 Ensure Sheraton Club lounge amenities and daily F&amp;B program is on time, food is fresh and presentation is on brand.
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 Ensure that Club and Suites arriving guests receive their amenities and GPS as per preferences prior to arrival.
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 Perform In Room personalized check in for all Suite booked Guests.
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 Ensure and enforce delivering of an on brand arrival/departure and Sheraton Club Lounge experiences throughout every Club and Suites guests stay.
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 Ensure the full compliance and implementation of the WELCOME upon Check in and FAREWELL upon check out.
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 Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the LRA inspection
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 Live and enforce activating of Sheraton Brand Differentiators (Sheraton Sweet Sleeper Bed, Sheraton Fitness by EXOS, Sheraton Social hour, Sheraton Link by Microsoft and Sheraton Club).
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 Ensure a 100% daily usage of the Master Arrival Report to deliver GPS initiative successfully to our club guests.
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 Ensure Bonvoy Enrolment daily, MTD and YTD goals are not only met but exceeded.
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 Support thoroughly the MGS up selling activities and achieve the daily, monthly and yearly set goals.
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 Support thoroughly to achieve the COFC and MAGC daily, monthly and yearly goal.
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 Ensure smooth and clear communication between Club GSAs and all other FO, HK, club and Room service associates.
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 Ensure compliance with PCI policies.
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 Ensure rooms allocation are made according to guest preferences and requests and based on the information available in Master Arrival Report.
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 Ensure Club GSAs acquire the proper product and service knowledge needed and passed all required trainings to perform their job properly.
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 Ensure Club GSA appraisal and PMP are made on a timely manner using the right PMP forms.
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 Ensure that club and suites guests&rsquo; requests are fulfilled and closed in GXP within 15 minutes as average response time.
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 Ensure guests defects are logged in GXP and handled in 15 minutes. Follow up call are made to the guest within 30 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
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 Use GXP to update club and suites guests&rsquo; profiles with requests, defects, preferences and any other comments/information acquired during stay.
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 Meet arrivals and departures and ensure satisfaction with check in and check out processes.
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 Participate as a member of the Hotels Fire and Emergency Team as required.
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 To be an active member in the hotel safety and security committee.
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 Ensure with no failure that checking in and out guests are registered in the Government CID reporting system including scanning their passports.
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 Ensure buckets are cleared at the end of every day from all checked our registration cards.
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 Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
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 Ensure that all Club GSAs cashiers are closed with no pending or problems prior to GSAs departure.
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 Set a departmental development plan and conduct on and off the job training to our GSAs accordingly. (Performance result after training will reach above 85%)
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 Participate effectively in OI activities.
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 Monitor and control costs by controlling guest entry, food quantities, identifying nonmoving items and suggest alternative.
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 Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
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 Build positive, effective and on brand relationships with internal and external customers including VIPs and Bonvoy elite members (P&amp;V)
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 Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
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 Actively participate in the hotel sustainability, community and OI activities.
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 Ensure proper grooming of his/her associates at all times as per hotel guidelines.
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 Lead and assist DOGS and FOM with the GEI analysis and setting improvement plans when needed.
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 Activates key branded public space proof points that deliver on the Sheraton experience.
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 Manages public space operations, particularly around on-strategy branded proof points, maintaining quality and standards on a daily basis.
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 In support of the brand vision for public space and core value of Community, develops specific public space goals and plans to prioritize, organize, and accomplish work in support of those goals.
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 Identifies and implements strategies and tactics for creating and maintaining an atmosphere conducive to customer productivity and success and implements strategies for the property or specific tactics on a guest by guest basis.
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 Develops staffing plans and executes against them to provide public space coverage that enables customer productivity through space, technology, and business services by having a continual presence in the public space, including awareness of onsite VIP and in-house groups.
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 Orchestrates public space services with key on property partners and departments to maintain a flexible and inclusive lobby that meets guests needs in a seamless manner. Anticipates guests&rsquo; needs to book Studios, leverage Booths, have printing needs met, order F&amp;B and have needed meeting materials.
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 Finds, builds and manages relationships with local professional service businesses, such as graphic designers and print shops, to serve as a local expert and facilitator for business service needs to guests.
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 Assists guests in maintaining routines while visiting the Sheraton public space by keeping them informed of local vendors that may assist them or working to alleviate any technology issues they may be experiencing.
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 Engages in constant communication connecting all departments to deliver seamless guest service in the public space.
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 Proactively gathers data and seeks opportunities to improve hotel and local guest productivity needs in the public space
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 BUILDING COMMUNITY
 
 
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 Builds relationships with both guests and local organizations and business to create a sense of community within the hotel through networking and enriching events that foster personal and professional development of guests.
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 Brokers and negotiates relationships with local organizations and businesses for on-property programming, events and other partnerships.
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 Plans and hosts regular events that focus on professional and personal development. Partners with other departments for awareness and promotion of events.
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 Partners across departments for compelling and flawless execution of community activations. Finds, builds and manages relationships with local organizations and vendors to enhance guests&rsquo; experiences.
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 Serves as host to both locals and travelers in the lobby by getting to know them and when the opportunity presents itself, makes introductions between guests with common or complimentary interests, especially around the Community Table feature of the lobby.
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 Maintains awareness of cultural differences needed to meet guest&rsquo;s specific needs and requirements.
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 GUEST RELATIONS
 
 
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 Creates a seamless, easy experience for guests, provides continuity to the guest experience journey by supporting all guest relations matters within the public space.
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 Maintains awareness of daily operations and events at the hotel including daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements.
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 Provides check-in and check-out services and handles reservations when needed.
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 Provides warm welcome and anticipation of guest needs throughout their stay.
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 Confirms repeat and VIP guests are receiving appropriate service and verifies their requests are carried out.
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 Delivers an appropriate response and resolution of all Public Space guest issues received directly from guests or from Guest Relations.
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</div>

Guest Experience Manager

Sofitel

<div>Company Description 
Join us at Accor, where life pulses with passion!
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.
By joining us, you will become a Heartist&reg;, because hospitality is, first and foremost, a work of heart.
At Sofitel Shahd Al Madinah our Guests experience profound spiritual luxury, a few steps away from Al Masjid Al Nabawi. Our 5-star retreat, near one of Saudi Arabia's most sacred sites, seamlessly connects local traditions with elegant French hospitality.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Hospitality is a work of heart,
 
Join us and become a Heartist&reg;. 
Job Description 
We are seeking an exceptional Guest Experience Manager (Saudi Only) to join our team in Madinah, Saudi Arabia. As a key member of our hospitality management team, you will be responsible for ensuring the highest level of guest satisfaction and overseeing all aspects of the guest experience in our prestigious establishment.<ul><li>
Lead and inspire a team of customer service professionals to deliver exceptional guest experiences</li><li>
implement strategies to enhance guest satisfaction and loyalty</li><li>
Oversee daily operations of guest relations department &amp; Our Loyalty program members journey on daily basis</li><li>
Reply to guest feedback and inform other departments with needful actions</li><li>
Collaborate with other departments to ensure seamless guest experiences across all touchpoints</li><li>
Handle complex guest issues and complaints with professionalism and empathy</li><li>
Develop and maintain relationships with key clients and VIP guests</li><li>
Ensure compliance with Saudi Arabian hospitality standards and Islamic principles</li><li>
Monitor and optimize guest experience KPIs and metrics</li><li>
Conduct regular training sessions to enhance team performance and cultural awareness</li></ul> 

Qualifications 
<ul><li>
Saudi nationality is required for this position</li><li>
Minimum 3-5 years of experience in Luxury hospitality, preferably in a Guest relation and/or front office management</li><li>
Excellent command/Fluent on French and Excellent communication skills in both Arabic and English</li><li>
Bachelor's degree in Hospitality Management, Business Administration, or related field</li><li>
Strong leadership abilities with a proven track record of team management</li><li>
Exceptional problem-solving and conflict resolution skills</li><li>
Proficiency in hospitality management software and systems</li><li>
In-depth knowledge of Saudi Arabian culture, customs, and Islamic hospitality principles</li><li>
Customer service expertise with a focus on creating memorable guest experiences</li><li>
Ability to work flexible hours, including evenings, weekends, and holidays</li><li>
Additional certifications in hospitality or customer service management are preferred</li></ul> 

Additional Information 
Ability to work well under pressure in a fast paced environment 
Excellent communication skills and a professional presentation 
Ability to work cohesively with fellow colleagues as part of a team 
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.</div>

Guest Experience Manager (Saudi Only)

Hilton

<div>Guest Relations Manager
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

VENDOM COMPANY

<ul><li>Previous Guest Relations experience in a luxury service environment</li><li>Well spoken and attention to the highest grooming standards</li><li>English and other European languages are an advantage</li><li>Strong skills in using Microsoft Office and other systems (Outlook, Word, Powerpoint, Excel, Opera, Opera Cloud, PMS, Message box, Anantara App)</li><li>Required to work independently.</li><li>Able to balance workload between administrative tasks and guest interaction on a luxury level (e.g. pre-arrival arrangements and guest communication, arrival amenity preparation, coordinating special occasion experiences, receiving guest feedback through direct contact and courtesy calls and more)</li><li>Reporting to a Guest Experience Manager and working closely with Butlers.</li><li>Able to support Reception tasks when needed.</li></ul>Profil recherch&eacute;<ul><li>College diploma in hotel management or related field</li><li>Previous experience in Front Office or Guest Services</li><li>Luxury hotel experience is must</li><li>Good Communication skills</li><li>Experience with Front Office Systems</li></ul>For all applications, please forward your updated CVFinally, JOIN US on www.vendomtalents.com to discover all our daily updates in the luxury hospitality sector across France, Benelux, Spain, Portugal, North Africa, the United Kingdom, the Indian Ocean, and soon the Middle East.Job Type: Contract

Guest Experience Agent (F/M)

New Horizon Travel &Tours

Travel Desk Manager - Shape Guest Experiences in Dubai's Thriving Hospitality IndustryWe are seeking a highly motivated and experienced Travel Desk Manager to join our dynamic team in Dubai. In this pivotal role, you will play a key role in exceeding guest expectations by crafting personalized travel itineraries and tours across our network of prestigious hotels. You possess a passion for the travel industry and a commitment to delivering exceptional customer service.Responsibilities:Manage and meticulously coordinate travel arrangements for hotel guests, ensuring seamless experiences and exceeding expectations.Develop strong relationships with guests, effectively communicating tour options, excursions, and logistics with clarity and enthusiasm.Leverage your sales expertise to promote curated tour packages and additional services, contributing to the growth of our business.Possess exceptional communication and interpersonal skills, with fluency in English a requirement. Additional languages are a strong advantage.Qualifications:Minimum of 1-year experience in a travel and tourism or hospitality role, with a proven track record of exceeding guest expectations.In-depth knowledge of Dubai's tourism landscape and a passion for showcasing its unique offerings.Strong sales skills and a results-oriented approach.Ability to work effectively in a fast-paced environment and adapt to different hotel settings.The opportunity to play a vital role in shaping guest experiences within Dubai's thriving hospitality industry.A dynamic and supportive work environment where your contributions are valued.Competitive salary and benefits package.To Apply:Please submit your resume and a cover letter outlining your relevant experience and passion for the travel industry to http://wa.me/+971585091691.Join our team and be a part of creating unforgettable travel memories for our guests!Job Type: Full-timePay: AED2,500.00 - AED3,000.00 per monthAbility to commute/relocate:<ul><li>Dubai: Reliably commute or planning to relocate before starting work (Required)</li></ul>

Travel Consultant

six senses

<div>As Experiences Manager, I fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them, plus our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness.
Sustainability, Wellness and Out of the Ordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and its strategic planning and development and ensure all directives, practices and initiatives are implemented, embraced, adopted within the hotel/resort.

Duties and Responsibilities
In this role, I will assume full responsibility for the efficient operation of the Guest Experience department to provide exceptional products and services within Six Senses brand operating standards and budget.

I will work strategically with the Director of Rooms to develop cohesive and productive goals for my department and establish procedures/guidelines to achieve them. I will support an overall consistency of the Company&rsquo;s vision, quality/standards and develop concepts consistent with brand identity.

The duties and responsibilities will include:
<ul>
<li>Keep abreast of industry trends and practices and update knowledge and skills to improve the product and service offering.</li>
<li>Focus on the rejuvenation of the Guest Experience department.
</li><li>Products and services will be constantly assessed and reviewed to remain relevant, innovative and in keeping with Six Senses wellness and sustainability practices.</li>
<li>Focus and review regularly through my physical presence in the department, our rigorous adherence to LQA standards.</li>
<li>Effectively carry out service recovery or charge our hosts to do so in the event of guest complaints.</li>
<li>Responsible for inspecting Guest Experience department on a regular basis and ensuring any maintenance and product improvements are actioned within the designated time frame.
</li><li>Ensure that all activities within the Guest Experience department are carried out ethically, honestly and within the parameters of local law.</li>
<li>Revise and control department&rsquo;s operational budget is strictly adhered to and all costs will be continually monitored and controlled to drive profitability, while taking into consideration the preservation of required standards with every decision made.</li>
<li>Ensure that forecasting is undertaken on a daily, weekly, monthly, quarterly and annual basis to ensure budgets are met and exceeded.</li>
<li>Minimize payroll costs by maximizing productivity and efficient scheduling of hosts.</li>
<li>Prepare and submit legally required and confidential documentation related to the operation.</li>
<li>Complete accurately all corporate reporting requirements for the role.</li>
<li>Attend or conduct the designated meetings and briefings as instructed by my Manager.</li>
<li>Perform any additional duties given to me by my manager.</li>
</ul>
Qualifications

To execute the position of Experiences Manager, I have the required qualifications, technical skills and experience in a similar role in luxury hotels with proven results.
Possess a minimum of a Bachelor&rsquo;s degree in Hospitality or Hotel Management or Business Administration and three years or more experience in a similar luxury hotel role plus multi-departmental experience.

Technical skills include Advanced MS Office &ndash; Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS and OPERA platforms and have knowledge on property and policies.

Fluent in English

The above is intended to provide an overview of the role and responsibilities for a Experiences Manager at Six Senses Amaala. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent in the position.

Six Senses Amaala 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>

Experiences Manager - Six Senses Amaala

<div>As GEM Manager, I will fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them and our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness.
Sustainability, Wellness and Out of the Ordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and its strategic planning and development and ensure all directives, practices and initiatives are implemented, embraced, adopted within the hotel.
Duties and Responsibilities
 
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:
<ul><li>Have a thorough knowledge of all facilities and services offered by the hotel.
</li><li>Understand the hotel's policy on guaranteed reservations and no-shows.
</li><li>Process advance deposits on reservations.
</li><li>Oversee the management of the guest history and profile system in conjunction with the Director of Front Office.
</li><li>Support the Director of Rooms and focus on the rejuvenation of the guests&rsquo; experience.
</li><li>Work in partnership with Front Office, F&amp;B and other 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.
</li><li>Instill a cost-focused philosophy through training and education.
</li>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. 
<li>
 
 
</li></ul>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:
<ul><li>Possess some college and three years Front Office/Guest Service experience at a hotel of similar size and complexity, 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.
</li><li>Fluent in English.</li></ul>
The above is intended to provide an overview of the role and responsibilities for a GEM Manager at Six Senses Amaala. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent in the position.
Six Senses Amaala 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>

GEM Manager - Six Senses Amaala

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