- Full-Time
- Permanent
- RAFFLES
- Rooms
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Raffles Dubai, Dubai, United Arab Emirates
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REF59417I
Senior Guest Experience Manager
Region
Luxury & Lifestyle
An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.
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
Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates
Discover a world where life pulses with passion
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
LET
YOUR PASSION SHINE
We foster
our creativity, our excellence and progressiveness. We interconnect with
each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
being part of a wider global team leading the way in local sustainability
initiatives. Working together with our communities, we will empower you to
make your own meaningful impact.
Let your passion shine
We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.
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