Guest Services Manager

About the Job:

An opportunity has arisen for a Guest Services Manager to join our Concierge Team at Jumeirah Marsa Al Arab. The main duties and responsibilities of this role:

• Oversee the operation of luggage and parcel deliveries during check-in, check-out, and throughout the guests' stay, ensuring timely handling in accordance with brand standards.
• Ensure that long-term storage items are correctly documented, recorded, and accounted for, maintaining organized and impeccable storage rooms.
• Ensure all guests and visitors are escorted to their rooms or outlet venues, providing a warm welcome and maintaining brand standards.
• Coordinate with the front desk and concierge to facilitate seamless guest arrivals and departures.
• Maintain the driveway, porte cochere, and all guest-facing areas related to guest services in impeccable condition, ensuring a positive first impression.
• Ensure that concierge and guest services storage rooms are organized and in excellent condition.
• Coordinate with the concierge and transportation management to ensure flawless service related to the driveway and porte cochere guest experience.
• Liaise with security management to address any risks or suspicious activities promptly and effectively.
• Use HotSOS to dispatch requests and jobs to the appropriate departmental colleagues, ensuring timely delivery and follow-up.
• Ensure compliance with all E Butler and E-Concierge related targets and requests, handling them within the standard time frame.
• Maintain up-to-date knowledge of hotel and area events and activities to provide accurate and prompt information to guests.
• Handle guest complaints and resolve problems efficiently, communicating unresolved issues to the Manager on Duty.
• Support the front of house operation as needed, addressing all issues and situations to the Head Concierge.
• Respond calmly and effectively to emergency situations, following hotel guidelines.
• Ensure all colleagues are aware of and comply with the hotel’s fire, safety, and emergency procedures.
• Create an organized and cooperative work environment by completing shift checklists and following through on responsibilities.
• Identify process problems and deficient areas, suggesting solutions for permanent fixes.
• Assist in preparing the departmental business plan and review financial results monthly.
• Ensure departmental SOPs, policies, and systems are up-to-date, both locally and globally.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Previous 5 Star Luxury Hospitality experience in a managerial role
• Prior work experience in Front of House, ideally in a Luggage Master / Bell supervisory role
• Excellent technical and communication skills, both in person and by telephone.
• Knowledge of Opera Version 5 and/or Opera Cloud (Level of expertise – Advanced)