Guest Experience Manager

Job description / Role

Company description

At the 25hours Hotel One Central, Bedouin traditions are brought back to life and reinterpreted in a contemporary way. Here our colleagues become storytellers themselves. With a view of the Museum of the Future near the Dubai International Financial Center, everyone will find their way to us. Whether for an ice cream walk or a birthday celebration, we also enjoy spending time together outside of work. We are a colourful, diverse, professional team and love our friendly, informal culture.

Come as you are & join the 25h tribe.

Job description

How does your working day look like ...

• Prepare all the required activities for the hotel guests according to the protocol and the guest services SOP manual and the cultural characteristics of the GCC region, focusing on providing high quality services and treatment, so as to meet and exceed the expectations of the guests.
• Handle and respond to customer complaints and feedback according to company standards (via email, public portal, in person) cooperating with all the required stakeholders for their effective resolution and management.
• Design customer service programs, promotions, daily activities and events to enhance the guest experience.
• Supervise the archive and regular maintenance of guests' history and check the quality and the usefulness of the information captured in order to improve the welcome services provided as per guest requirements and preferences.
• Plan and supervise the day-to-day operations of the guest services operations to ensure that all work is carried out in an efficient manner and in consistency with operating policies and procedures.
• Provide on-the-job training and constructive feedback to subordinates to support their overall development and performance.
• Ensure compliance to all relevant health, safety and environment management procedures and controls within a defined area of activity so that company provides world class and luxurious hospitality services to its guests.
• Implement approved departmental policies, processes and procedures, and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled and consistent manner while delivering a quality service to guests and maintaining standards of excellence.
• Motivate subordinates and contribute to the identification of opportunities for participating in change initiatives, programmes and projects considering best practices, improvement of processes and productivity improvement.
• Maintain a visible presence in public areas, engage with guests actively, gather feedback, and resolve issues in real time.
• Drive loyalty program of the company coordinating with front office team and F&B team.
• Handle VIP and special event requests (e.g., proposals, arrivals, celebrations), ensuring discretion and excellence.
• Track guest feedback via surveys and reviews.
• Lead and mentor guest relations team and offer training when needed.
• Develop SOPs and improvement practices that befit 25hours hotel brand.
• Manage scheduling for the guest relations team and shop.
• Maintain brand standards of 25hours hotel (shop, lobby public areas, music, etc.).
• Increase the shop revenue and hit the assigned target.
• Manage inventory levels, monitor stock, and forecast demand to prevent shortages or overstock.
• Develop and execute strategies to meet or exceed sales and profitability targets.

Qualifications

Your personality counts more than your CV ...

• Bachelor's degree in hospitality or relevant field from an accredited college or university.
• 2 to 4 years of experience as a guest services manager within the international hospitality industry.
• Excellent ability in using voice mail systems and Internet Protocol Television (IPTV) systems.
• Hands-on experience in the development and implementation of events within the hospitality sector.
• Ability to resolve guest complaints and issues in a calm and professional manner.
• Very good command of speaking, reading, and writing English language.
• Strong communication and interpersonal skills.
• Strong customer service orientation.
• Computer literacy and very good MS Office skills.

Additional information

What's in it for you ...

• Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
• Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world.
• Benefit from great offers from our numerous corporate partners.
• Be part of our hilarious staff parties and much more...

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.