Guest Experience Manager

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 Aedas and interior designer Paul Bishop, the SLS Dubai is a unique cabinet of curiosities that never ceases to delight.

• Spend 75% of day in lobby and public areas, interacting with guests
• Be the “Mayor of the property”, guest advocate and host, and employee cheerleader
• Actively engage with the MHG GEM group through email conversations and monthly calls, to share ideas and guest preferences
• Own the on-property Global Card (GC) and loyalty tier programs: Know and manage all tier entitlements, including amenities and upgrades. Develop / maintain / support GC and loyalty tier training and communication for staff. Liaise and build relationships with GC and tiered guests, using Opera to track their preferences
• Work with FOM to develop and manage a glitch log. Own and document all guest follow-up
• Champion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possible
• Run Opera arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to GM and department heads at morning standup or shift change meetings
• Complete 7/10 Day VIP report at least once a week. Share with department heads, the MHG GEM group, and corporate Public Relations
• Maintain profiles in Opera and understand the integration between Opera and the Property Management System
• If requested by General Manager or FOM, read and respond to all TripAdvisor reviews.
• If requested by GM or FOM, manage Sterling Research Group review and response program
• Adjust schedule to best accommodate guest needs

• High School Diploma or equivalent required
• College Degree or equivalent in Business, Hospitality, or related field preferred
• One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
• Strong English verbal and written communication skills
• Basic computer skills
• Proficiency with CRM database, CRS, and PMS
• Clear knowledge of local area, including tourist destinations and of-the-moment options
• Passion for gracious, friendly, and fun customer service
• Ability to multitask and to work independently, with a close attention to detail, in a fast paced environment
• Positive and productive working relationships with other employees and departments
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.