Guest Experience Manager

Pullman Dubai Downtown is a cosmopolitan 5 Star hotel located in the Business Bay district in close proximity to the Burj Khalifa, Dubai Mall, and the Dubai Downtown area.

Each of our 340 stylishly designed rooms and suites, offers views of the Burj Khalifa, Canal view, and Business Bay district.

The Guest Experience Manager is responsible for delivering exceptional guest satisfaction by overseeing all aspects of the guest journey, ensuring personalized and memorable experiences at our award winning Hotel. This role is pivotal in creating a culture of service excellence, coordinating cross-departmental efforts, and addressing guest feedback to enhance overall satisfaction and loyalty.

• Act as the main point of contact for all guests, addressing inquiries, concerns, and feedback in a professional and timely manner.
• Welcome VIP and repeat guests personally, ensuring their preferences are noted and addressed during their stay.
• Monitor guest satisfaction metrics, including online reviews, surveys, and feedback forms.
• Prepare and present regular reports to the management team, outlining trends, areas for improvement, and action plans.

• Minimum 2 years of experience in a guest-facing Lead Role, preferably in an International Chain.
• Exceptional interpersonal and communication skills, with the ability to build rapport with diverse guest demographics.
• Strong problem-solving abilities and conflict resolution skills.
• Creative thinker with the ability to design unique guest experiences.
• Attention to detail and a proactive approach to enhancing service delivery.
• Multilingual i.e. German, French, Spanish would be advantageous.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21