Senior Guest Experience Manager

Job Description

PURPOSE OF POSITION

As the Senior Guest Experience Manager at Raffles Dubai, you will play a pivotal role in ensuring an exceptional and personalized experience for all guests. You will oversee the Guest Relations department, manage guest expectations, resolve concerns, and collaborate with various teams to deliver the highest standard of luxury service.

KEY ROLES & RESPONSIBILITIES FOR GUEST RELATIONS

Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

Guest Satisfaction & Service Excellence :

• Lead the Guest Relations team to provide intuitive, anticipatory service, maintaining the highest level of efficiency and professionalism.
• Ensure exceptional guest satisfaction through personalized recognition and attentive service from arrival to departure, aligning with LQA standards.
• Handle VIP and high-profile guests with discretion, ensuring their preferences are met and expectations exceeded.
• Collaborate with all hotel departments to elevate the guest experience, ensuring seamless service delivery.
• Handle guest concerns and requests promptly and professionally to ensure complete guest satisfaction.
• Actively gather and analyze guest feedback, addressing any areas of improvement.
• Implement guest feedback into actionable steps to continuously improve service delivery and guest satisfaction.
• Provide ongoing training and development opportunities for team members to enhance service delivery.
• Conduct departmental meetings to ensure clear communication and alignment on service goals and operational standards.
• Work closely with Front Office, Housekeeping, and F&B teams to ensure a flawless guest experience.
• Communicate to Director of Rooms all pertinent information such as the expected arrival and departure of VIPs.

Guest Relations Management :

• Monitor the ALL-Loyalty Programme and guest amenity history to ensure repeat guests and VIPs receive special recognition.
• Prepare and ensure timely placement of welcome letters and amenities for guests in coordination with the Butler team.
• Address and follow up on guest complaints, ensuring prompt resolution and corrective actions when necessary.
• Attend Club and VIP guest events to gather feedback and continuously improve service delivery.
• Monitor guest feedback from various channels (surveys, reviews, direct comments) and implement service enhancements accordingly.
• Review arrival lists to ensure VIP room allocations, amenities, and special requests are handled properly.
• Promote hotel facilities and services, encouraging inter-hotel sales and enhancing the overall guest experience.
• Participate in regular team meetings to ensure smooth communication and operations across departments.
• Conduct probation reviews and formal performance appraisals for all team members.
• Prepare comprehensive induction programs for new team members to ensure smooth onboarding.
• Coach, counsel, and provide constructive feedback to team members to foster growth and performance improvement.

Compliance & Standards :

• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• Perform additional duties and special projects as assigned to improve guest relations and service quality.

Financial & Health & Safety :

• Collaborate with the Director of Rooms to prepare and manage the department’s annual budget.
• Monitor and control departmental costs to ensure performance aligns with the budget.
• Assist in the preparation of the hotel’s strategic plan, goals and Rooms division budget.
• Ensure adherence to health and safety guidelines, maintaining a secure environment for both guests and staff.
• Proactively address hazardous situations and notify supervisors of potential risks.
• Log security incidents and accidents as per hotel requirements.

PERSONAL ATTRIBUTES

• Strong organizational skills with the ability to manage a diverse, multi-cultural workforce.
• Excellent leadership and communication skills with the ability to engage and motivate the team.
• High levels of integrity and dedication with a focus on continuous improvement.
• Flexible management style to adapt to changing work environments.
• In-depth knowledge of Front Office Operations.
• Ability to maintain guest and hotel information security and confidentiality.
• Proficiency with the Opera Property Management System is preferred.

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management.

EXPERIENCE

• Minimum 5 years’ relevant experience with at least 2 years at a Managerial level.

Additional Information

Raffles Dubai, Sheikh Rashid Road, Wafi, 121800 Dubai, United Arab Emirates.