Guest Experience Manager Hilton Dubai Palm

Hilton Dubai Palm Jumeirah is presently hiring suitably qualified and experienced candidate for the job role of Guest Experience Manager. The role holder 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.

Responsibilities of Guest Experience Manager

• Meet, greet and direct Guests who enter the lobby area.
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements.
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner.
• 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.
• Manage, record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge.
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.
• 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.
• 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.
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands.
• Attend all Reception meetings and Executive Lounge Meetings.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Assist with other departments, as necessary.

Requirements of Guest Experience Manager

• Bachelors degree in hospitality management or in tourism.
• 2 -3 years of previous managerial experience in a customer service function.
• Previous experience in a customer service function or a similar role.

Skills and Knowledge Desired

• An ability to listen and respond to demanding Guest needs.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high level of customer service.
• Ability to work under pressure.
• Flexibility to respond to a variety of different work situations.
• A passion for delivering an exceptional level of Guest service.
• High level of IT proficiency.

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