guest service team leader

Jumeirah

About Jumeirah About Jumeirah: Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates a portfolio of 31 exceptional properties across 13 countries in the Middle East, Europe, Asia, and Africa. In 1999, Jumeirah opened the iconic Jumeirah Burj Al Arab and since then the brand has become known for its distinguished beachfront resorts, esteemed city hotels, and exclusive branded residences. Jumeirah is synonymous with Arabian luxury hospitality and the ability to craft distinctive, purposeful experiences for the world's most discerning travellers. About Jumeirah Burj Al Arab About Jumeirah Burj Al Arab: Jumeirah Burj Al Arab, Dubai's most iconic hotel and a global symbol of Arabian hospitality, stands as the flagship of Jumeirah's exceptional portfolio. Its sail-shaped structure, one of the world's most photographed superstructures, redefined luxury hospitality when it opened in 1999. The hotel offers a collection of exquisite destination dining and wellness experiences. About the Job An exciting opportunity has arisen for a Team Leader to join the team in Sahn Eddar Lobby Lounge in Jumeirah Burj Al Arab. The main duties and responsibilities of this role are:<ul><li>Supervise daily operations and guide the F&B service team to meet departmental goals and service standards.</li><li>Lead pre-shift briefings to communicate duties, updates, and directives from management to ensure team alignment.</li><li>Delegate tasks effectively and ensure team members are motivated, productive, and delivering consistent guest service.</li><li>Handle guest inquiries and complaints professionally, ensuring resolution and escalation where needed.</li><li>Maintain accurate reports and records and conduct regular checks and audits to uphold service quality and compliance.</li><li>Provide expert guidance on food, beverage, and destination dining themes, ensuring a memorable guest experience.</li></ul> About you The ideal candidate will have the following experience and qualifications:<ul><li>One or two years of experience in the same role with a strong F&B background in a 5-star luxury property or a standalone/branded restaurant.</li><li>Proficient in English and a second language (Russian or European languages are desirable).</li><li>Strong knowledge of Microsoft Office products, Opera (Cloud), Micros and Sevenrooms.</li><li>Experience working in a multi-cultural environment; able to confidently handle complaints of various severity.</li></ul> About the Benefits Benefits at Jumeirah include a comprehensive package designed to support colleagues. This includes accommodation, access to sports and leisure facilities, healthcare, and opportunities for professional development.<ul><li>Supportive and inclusive work environment</li><li>Learning & Development programmes and clear career pathways</li><li>Opportunities for internal mobility within our global network</li><li>Colleague discounts on food, beverage, and hotel stays worldwide</li><li>Comprehensive healthcare and life insurance coverage</li><li>Paid annual leave and flight from your home country</li><li>Performance-based incentives tailored to your role</li><li>Competitive tax-free salary paid in UAE Dirhams (AED)</li></ul><img src="https://www.jobg8.com/Tracking.aspx?4kaojKT%2bAE7jQ3FVwQl67D2Q3%2fmgM7Ecn" width="0" height="0" />

Team Leader - Lobby Lounge - Jumeirah Burj Al Arab

Merex Investment Group

An opportunity has arisen for a Team Leader to join our Concierge Team at Jumeirah Marsa Al Arab Hotel. The main duties and responsibilities of this role:
<ul>
 <li>Open the car door for all guests arriving or leaving from the main entrance of the property in a polite and courteous manner and greet them with a warm smile to provide warm welcoming to guests on arrival and departure</li>
 <li>Coordinate constantly with the Front Office and Valet to escort guests to their rooms and demonstrate them the room facilities and features</li>
 <li>Assist guests with loading and unloading luggage, as well as transporting and collecting it from the guest room, while ensuring that no luggage or personal items are damaged </li>
 <li>Deliver any messages, parcels, mail, newspapers, and other items as requested to guest room, always verifying the guest s name and room number to ensure everything is delivered appropriately and on time</li>
 <li>Identify and assist with security matters as a first point of call for guests checking into the SBU to ensure any security risks are minimized</li>
 <li>Perform related tasks and duties as assigned and deemed responsible by management</li>
</ul>

Team Leader 3 - Concierge

GuestReady

<div>Join GuestReady as a Guest Excellence Team Lead!
GuestReady is a game-changer in short-term rental and hospitality management, operating in the UK, France, Portugal, Spain, and the UAE. Since 2016, we&rsquo;ve been redefining the industry with cutting-edge technology and top-notch service. Now, we&rsquo;re on the lookout for a Guest Excellence Team Lead to join our Dubai office and provide outstanding support to our guests!
Role Overview
You will be responsible for leading the Guest Excellence team and ensuring the smooth delivery of guest services across all communication platforms, properties, and vendors. This includes managing VIP guest care, handling guest claims and escalations, and coordinating with cross-functional teams, all while maintaining a strong focus on service excellence, operational efficiency, and continuous improvement.
Key Responsibilities &amp; Tasks
Responsibilities
Team Leadership<ul>
<li>
Lead and manage the Guest Excellence team across all shifts to ensure consistent, high-quality service delivery.</li>
<li>
Oversee and schedule field greeters to ensure seamless coordination of in-person guest welcomes.</li>
<li>
Coach, mentor, and train team members to enhance individual performance and elevate service standards.</li>
<li>
Facilitate onboarding for new hires and lead continuous training initiatives for ongoing development.</li> 
<li>
Conduct regular one-on-one coaching sessions and performance evaluations.</li>
<li>
Organize and lead weekly team meetings to review KPIs, share updates, and align on service priorities.</li>
<li>
Serve as acting team lead in the absence of the Housekeeping Manager to maintain leadership continuity.</li>
<li>
Approve team expenditures and authorize guest refunds in accordance with company policies.</li>
</ul>
Operational Management<ul>
<li>
Personally handle VIP guest interactions and complex guest issues to ensure swift, effective resolutions.</li>
<li>
Manage escalated guest communications and claims via phone, email, WhatsApp, Airbnb, Booking.com, and other platforms.</li>
<li>
Investigate and resolve guest claims efficiently and professionally, ensuring clear documentation and follow-through.</li>
<li>
Act as the primary point of contact for internal, cross-functional guest-related matters.</li>
<li>
Coordinate community-level check-in processes with facility and property partners (e.g., Emaar, Damac, Nakheel).</li>
<li>
Oversee access card logistics, including order placement, replacement, and delivery arrangements.</li>
<li>
Collaborate with the Housekeeping Manager to ensure daily cleaning operations meet company standards and SLA compliance.</li>
<li>
Audit cleaning checklists and report damages, missing items, or cleanliness concerns.</li>
<li>
Manage cleaning invoicing, forecasting, and cost control to maintain profitability of in-house cleaning operations.</li>
<li>
Support vendor coordination, including evaluation and onboarding of third-party cleaning partners.</li>
<li>
Represent the Guest Excellence team in internal communications and cross-department collaboration.</li>
<li>
Oversee guest claims and complaint resolution.</li>
</ul>
Strategic Planning<ul>
<li>
Track and analyze service KPIs, including guest satisfaction scores, response times, resolution efficiency, and ticket closure rates.</li>
<li>
Identify recurring issues or process bottlenecks and recommend improvements to enhance the guest experience.</li>
<li>
Develop and implement quality improvement initiatives to strengthen guest satisfaction and operational consistency.</li>
<li>
Support cost optimization in guest service and housekeeping operations through accurate forecasting and resource planning.</li>
<li>
Participate in strategic vendor meetings to ensure service level expectations are consistently met.</li>
<li>
Contribute to the refinement of SOPs and training materials based on operational insights and performance trends.</li>
</ul>
Business Tools Proficiency<ul>
<li>
Utilise task management, team communication, Microsoft Office, Google Suite, and relevant software.</li>
<li>
Demonstrate proficiency in presentation, business analytics, and insights.</li>
</ul>
What You Need to Succeed
 Proven experience in guest services, hospitality, or customer experience leadership. 
Strong coaching and team development skills with a focus on performance improvement. 
Excellent communication and interpersonal skills; capable of de-escalating sensitive situations professionally. 
Proficient in Microsoft Office Suite and/or Google Workspace (Docs, Sheets, Slides, Gmail). 
Familiarity with property management systems, CRM tools, and guest messaging platforms (e.g., Airbnb, Booking.com). 
Strong time management, organizational, and analytical skills. 
Experience in vendor coordination and service-level agreement (SLA) monitoring is preferred. 
Immediate availability is a plus. 
Valid UAE Driver's License required.
Perks &amp; Benefits
 Hybrid work flexibility (balance work &amp; life!). 
Be part of a fast-growing company in the travel industry. 
Join a multicultural, dynamic team. 
Career growth &amp; learning opportunities. 
Comprehensive health insurance. 
Well-being activities &amp; support.
Join Us on This Exciting Journey!
Even if you don&rsquo;t tick every box, we encourage you to apply! If you&rsquo;re 70% the right fit, we&rsquo;d love to hear from you&mdash;skills can be learned, and we&rsquo;re all about growth.
GuestReady is committed to diversity and inclusion. We welcome applicants from all backgrounds, valuing unique talents and perspectives. Let&rsquo;s build something amazing together!</div>

Guest Excellence Team Lead

Marriott International

<div>Additional Information 
Job Number25171158 
Job CategoryRooms &amp; Guest Services Operations 
LocationJW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Business Bay, Dubai, United Arab Emirates, United Arab Emirates, 121000 
ScheduleFull Time 
Located Remotely?N 
Position Type Non-Management<div><div> 
POSITION SUMMARY
First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success &ndash; creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts &ndash; to get it right for our guests and our business each and every time.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.</div>
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of &ldquo;Wonderful Hospitality. Always.&rdquo; by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that&rsquo;s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. 
<div>
</div><div>JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you&rsquo;re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand&rsquo;s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you&rsquo;ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That&rsquo;s The JW Treatment&trade;. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div></div>

Concierge Team Leader

justclean

Job Summary:The Customer Service Team Leader is responsible for supervising and guiding a team of customer service representatives to ensure excellent service delivery, high customer satisfaction, and efficient handling of inquiries and complaints. The role involves coaching, monitoring performance, analysing service metrics, and implementing process improvements to enhance the customer experience.Key Responsibilities:<ul><li>Supervise, motivate, and support the customer service team to achieve individual and team KPIs.</li><li>Handle escalated customer issues and ensure timely and effective resolution.</li><li>Monitor daily operations and ensure consistent service quality and productivity.</li><li>Conduct regular team meetings to communicate updates, provide feedback, and promote engagement.</li><li>Evaluate team performance through call reviews, reports, and customer feedback.</li><li>Train and mentor new team members to ensure proper onboarding and skill development.</li><li>Prepare and present performance reports to management on service levels and customer satisfaction.</li><li>Identify opportunities for process improvement and contribute to the development of service policies.</li><li>Ensure compliance with company policies, service standards, and data protection regulations.</li><li>Foster a positive, customer-focused culture within the team.</li></ul>Qualifications and Skills:<ul><li>Bilingual (Arabic/English) abilities are a Must.</li><li>Bachelor&rsquo;s degree in Business Administration, Communications, or a related field (preferred).</li><li>Minimum 3&ndash;5 years of experience in customer service, including at least 1&ndash;2 years in a supervisory or team leader role.</li><li>Strong leadership and people management skills.</li><li>Excellent communication, problem-solving, and conflict-resolution abilities.</li><li>Proficiency in CRM systems and Microsoft Office Suite.</li><li>Ability to work under pressure and manage multiple priorities.</li><li>Strong analytical and reporting skills.</li></ul>Job Type: Full-timePay: E&pound;12,000.00 per month

Customer Service Team Leader

<div>Additional Information 
Job Number25169981 
Job CategoryRooms &amp; Guest Services Operations 
LocationJW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Business Bay, Dubai, United Arab Emirates, United Arab Emirates, 121000 
ScheduleFull Time 
Located Remotely?N 
Position Type Non-Management<div><div> 
POSITION SUMMARY
Our jobs aren&rsquo;t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success &ndash; creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts &ndash; to get it right for our guests and our business each and every time.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.</div>
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of &ldquo;Wonderful Hospitality. Always.&rdquo; by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that&rsquo;s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. 
<div>
</div><div>JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you&rsquo;re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand&rsquo;s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you&rsquo;ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That&rsquo;s The JW Treatment&trade;. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div></div>

Guest Experience Team Leader

<div>Additional Information 
Job Number25170484 
Job CategoryRooms &amp; Guest Services Operations 
LocationLapita Dubai Parks and Resorts Autograph Collection, Dubai Parks &amp; Resorts, Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates 
ScheduleFull Time 
Located Remotely?N 
Position Type Non-Management<div><div> 
POSITION SUMMARY 
Our jobs aren&rsquo;t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. 
No matter what position you are in, there are a few things that are critical to success &ndash; creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts &ndash; to get it right for our guests and our business each and every time. 
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None 
</div><div></div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today&rsquo;s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative &ndash; in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div>

Guest Experience Expert Team Leader

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