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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