Guest Experience Manager

Company Description

SLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella.

Boasting 946 units, with 254 uniquely designed hotel rooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors, SLS Dubai is one of the tallest hotels and residences in the region.

A wondrous and striking landmark in Downtown District, designed by the award- winning architects and interior designer Paul Bishop, the SLS Dubai is a unique cabinet of curiosities that never ceases to delight.

Job Description

• Welcome and engage guests upon arrival, providing personalized assistance and comprehensive information on hotel services, amenities, facilities, and local attractions.

• Handle and resolve guest complaints, concerns, and special requests promptly and professionally, ensuring a positive and memorable guest experience.

• Supervise and support the Guest Services team, ensuring smooth daily operations and consistently high service standards.

• Conduct ongoing coaching and training to enhance team members’ communication, service delivery, and guest engagement skills.

• Monitor and analyze guest feedback from surveys, online reviews, and direct interactions to identify trends, recurring concerns, and opportunities for improvement.

• Collaborate closely with Housekeeping, Maintenance, Food & Beverage, and other departments to coordinate and resolve guest requests and operational issues efficiently.

• Develop and implement guest experience initiatives, events, and personalized services, including special packages, customized greetings, and memorable guest touchpoints.

• Oversee hotel management systems and guest service processes to ensure accurate and efficient check-ins, check-outs, reservations, requests, and guest records.

• Manage guest communication and service recovery during emergencies or unexpected operational disruptions, ensuring guests remain informed, reassured, and comfortable.

• Promote relevant hotel services and facilities, including dining, spa, recreational experiences, and room upgrades, based on individual guest needs and preferences.

• Train and coach team members on effective upselling and cross-selling techniques while maintaining a guest-focused approach.

• Stay informed about hospitality industry trends, evolving guest expectations, and competitor offerings to identify opportunities to enhance service standards.

• Recommend and implement improvements to guest experience processes and services based on guest feedback, operational insights, and industry best practices.

Qualifications

• Previous experience in a customer service role, preferably within the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to guest satisfaction.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in relevant computer applications and hotel management systems.
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast paced environment and have a high level attention to detail
• Strong verbal and written communication skills in English
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork

Additional Information