GUEST EXPERIENCE MANAGER

The Guest Experience Manager is responsible for ensuring that all guests have a
memorable and enjoyable experience by providing high-quality service. This role involves
overseeing guest relations operations, handling guest feedback, and leading a team to meet the
needs and expectations of guests.

Key Responsibilities:

1. Guest Experience Management:
   o Ensure exceptional service is provided to all guests by anticipating their needs and
   addressing any concerns promptly.
   o Handle and resolve guest complaints, issues, or special requests with
   professionalism and care.
   o Monitor guest feedback and conduct follow-up actions to ensure satisfaction.
2. Team Leadership:
   o Supervise and manage the guest relations team, providing training, coaching, and
   motivation to ensure high performance.
   o Collaborate with other departments, including Front Desk, Housekeeping, and
   Food & Beverage, to maintain a seamless guest experience.
3. Communication & Coordination:
   o Maintain open communication with guests and internal teams to ensure timely and
   accurate information flow.
   o Coordinate with management to implement guest service initiatives and enhance
   guest satisfaction.
4. Guest Feedback & Reporting:
   o Collect, review, and analyze guest feedback to identify areas for improvement in
   services and amenities.
   o Prepare and submit reports on guest satisfaction, service improvements, and
   departmental performance.
5. VIP & Special Guests:
   o Manage VIP guest relations, ensuring personalized services are provided.
   o Develop and maintain relationships with regular guests and high-profile visitors.
6. Quality Control:
   o Monitor guest interaction standards to ensure consistency with the brand’s service
   values.
   o Ensure all areas of guest relations, including check-in/check-out and concierge
   services, are operating efficiently.
7. Problem-Solving & Conflict Resolution:
   o Address and resolve guest complaints or service breakdowns with professionalism,
   ensuring the best possible outcome for the guest and the hotel.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or related field
  (preferred).
• Proven experience in a guest relations or customer service role, preferably in the
  hospitality industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Knowledge of hospitality software and systems.

Skills and Abilities:

• Exceptional customer service orientation.
• Ability to remain calm and professional under pressure.
• Proactive and detail-oriented with strong organizational skills.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

Your team and working environment:
Located along Sheikh Zayed Road in Barsha Heights right next to Dubai Internet City Metro
Station. The hotel is nestled in the key business and commercial district of Dubai Media City,
Dubai Knowledge Park and Dubai Internet City. Mercure Dubai Hotel offers a unique hospitality
experience for business & leisure travellers and well as for long stays at an affordable price. Close
proximity to Mall of the Emirates, Palm Jumeirah and major tourist attractions.
An elegant hotel with 1015 suites and apartments spread over 41 floors. Each contemporary room
features floor to ceiling windows that have exceptional views of the city & skyline. For meetings,
trainings and social events the hotel offers an extensive range of multi-functional meeting and
event spaces.