Guest Experience Manager

Front of House, Other Department
Job Role:
Guest Relations Manager, Guest Relations Officer
Management, Supervisor
United Arab Emirates (UAE)
Salary Description:
Competitive Salary and Benefits
Hotel Occidental IMPZ Dubai
Job Ref:

The designation is for our Pre-Opening team for our new 4* Hotel located in the heart of Al Jaddaf, Dubai, UAE.


The Guest Experience Manager is responsible to provide professional and excellent hospitality service to the guests ensuring that their stay with Occidental Hotels will become a memorable experience.


• Ensure maximum guest satisfaction through involvement with the guests; exceeds guests’ expectations and meets required standards
• Understand daily hotel operations and activities (total room occupancy, number of arrivals, departure guests, and VIPs)
• Be knowledgeable on hotel services, operational hours, amenities, functions, and ongoing promotional activities (if applicable). Responds to guest requests for information on local areas of attractions and landmarks
• Available in the lobby to assist guests at all times; meets and greets VIP guests as necessary and whenever possible
• Handle guest requests in a professional way to ensure maximum guest satisfaction
• Coordinate with other departments in handling and preparing special requests such as anniversary, honeymoon, and birthday set-ups, etc.
• Make preparation for the VIP guests, repeat guests, and MyBarcelo members for complimentary food and beverage and extra amenities which should be planned accordingly
• Monitor and control guest amenities inventory and stocks
• Review guest feedbacks and comments through Trip Advisor, Booking.Com, Expedia, Agoda, Hotel Survey and contact guest for corrective action if needed
• Responsible for preparing reports including daily Hotel report, guest satisfaction report. online review scores and Barcelo survey scores report, etc.
• Conduct courtesy calls to guests, ensure all VIP guests amenities are properly placed in the room
• Coordinate with Front Office regarding all the requests relating to transportation when neede/requested
• Ensure that the management is fully informed of all issues and unusual matters with regards to guests at all times
• Greet and escort arriving VIP guests, repeat guests, and MyBarcelo members
• Demonstrate a high level of customer service at all times
• Project a professional manner with an emphasis on delivering excellent hospitality service

Contact Details:
Hotel Occidental IMPZ Dubai
Tel: .
Contact: HR Department

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