Guest Experience Manager

1 week ago

Dubai, Dubai, United Arab Emirates FIVE Hotels and Resorts Full time

An Exhilarating Opportunity


Are You Ready for a Daring Challenge with The World's Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining 'FIVE-Star' Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe - and Get Ready to Make Waves.

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A 'Can-Do' Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.


Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other 'FIVERs' and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational.

Joining our Front Office Team as a Guest Experience Manager will Empower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations.

Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights

What We're Looking For

  • A proven track record in a Luxury 5
  • Star Hotel environment as a Guest Experience Manager is an Advantage.
  • A handson attitude, fueled by a 'Can-Do' Spirit.
  • A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
  • An ability to find Creative Solutions and take Ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
  • Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow 'FIVERs.'
  • Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).
  • Strong understanding of Industry Regulations is beneficial.

Key Responsibilities

  • Greets and escorts VIPs on Arrival and Departure, ensuring arrangements are flawlessly Planned and Coordinated.
  • Oversees Lobby Operations and assists Duty Managers when required.
  • Keeps the Front Office Manager informed of critical issues, contributing to Operational Excellence.
  • Liaises closely with other Departmental Leaders to provide support where required.
  • Stays aware of Credit Policies and Procedures, liaising closely with the Finance Department to implement credit procedures.
  • Ensures Credit/Payment is completed for all Guests checking in, maintaining regulated and meticulous Financial Control.
  • Prepares a Work Schedule for the Guest Experience Team.
  • Coaches, Counsels, and Disciplines other 'FIVERs,' providing constructive feedback and conducting regular Performance Appraisals.
  • Conducts interviews for all Open Lobby Positions.
  • Enforces all Safety Rules, Emergency Procedures, and Fire Prevention Regulations, taking corrective action when required.
  • Assumes the role of Controller in Emergency Situations until relieved by senior management, maintaining a vigilant and Industry-Leading Approach to Safety.
  • Immediately actions all special Guest Requirements and Requests, upholding FIVE's famed 'FIVE-Star' Service.
  • Acts as a continual source of Information, Help, and Assistance to all Guests.
  • Supervises Suite Allocations and handles Group Arrivals and Departures.
  • Oversees and addresses outstanding Front Office duty issues, ensuring a seamless operation.
  • Monitors and promptly responds to all CSI feedback relevant to the Front Office.
  • Attends daily Rooms Division Briefings and daily Leadership Team Briefings in the absence of the Front Office Manager.
  • Acts as Duty Manager when scheduled, providing leadership during shifts.
  • Is proficient and knowledgeable with FIVE's PMS and Micros.
  • Has a Full and Comprehensive Knowledge of FIVE, including all departments, services, and outlets.

The Team

Sustainable Indulgence at FIVE


FIVE is a leader in Sustainable Luxury Living and Hospitality, with its UAE-based Destinations being the first and only Hotels in the UAE to obtain the International Renewable Energy Certificates (I-REC) for achieving 100% renewable electricity for 2022.

The company's Science-Meets-Styled 'Sustainable Indulgence' Ethos has led to a completely LEED Platinum-certified operational hospitality portfolio. FIVE Palm Jumeirah and FIVE Jumeirah Village are also 3 Star SPIRE Rated Smart Buildings.

FIVE Zurich, the only LEED Platinum hotel in Switzerland, achieved an impressive 84 Points under LEED v4's BD+C and ID+C rating system, making it one of just five hotels worldwide to receive Platinum Certification.

FIVE illustrates its Commitment to making 'Sustainability without Compromise on Luxury Living' central to its Future Vision, with FIVE LUXE already on track to acquire LEED Platinum (BD+C).

These Achievements highlight FIVE's Comprehensive and Committed Scope of Sustainabilit

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