Guest Experience Manager

1 week ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Anantara Hotels Resorts & Spas Full time
  • Luxury service background essential, ideally with previous experience of handling villas and butlers
  • Manage a Guest Experience Team consisting of Guest Experience Agents and Butlers (ca. 10 people)
  • Energized personality that interacts with guests without effort
  • Track all kinds of guest preferences from several channels and sources and maintain the database
  • Practice hyper collaboration between all departments to ensure amazing stays of our guests
  • Leading the loyalty programme on hotel level (Hotel Champion for Global Hotel Alliance Discovery), including conducting hotel training and driving KPIs
  • Ensure all guest amenity standards are in place and followed up
  • Maintain and update the hotel's VIP list.
  • Track and analyse guest feedback and propose actions to be taken for improvement.
  • Work with various systems at the same time (Opera PMS, Outlook, MessageBox, Anantara App, Loyalty Systems, ReviewPro)
  • Ensure guests are properly greeted upon their arrival, especially VIP guests
  • Ensure guests are receiving personalized services
  • Development and implementation of new initiatives to improve the guest experience
  • Track amenities cost and prepare monthly report
  • Prepare monthly reports on guest satisfaction scores and trends within the department
  • Effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.


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