Guest Services Manager

1 month ago


Dubai, United Arab Emirates JUMEIRAH Full time



About the Job:

An opportunity has arisen for a Guest Services Manager to join our Concierge Team at Jumeirah Marsa Al Arab. The main duties and responsibilities of this role:

  • Oversee the operation of luggage and parcel deliveries during check-in, check-out, and throughout the guests' stay, ensuring timely handling in accordance with brand standards.
  • Ensure that long-term storage items are correctly documented, recorded, and accounted for, maintaining organized and impeccable storage rooms.
  • Ensure all guests and visitors are escorted to their rooms or outlet venues, providing a warm welcome and maintaining brand standards.
  • Coordinate with the front desk and concierge to facilitate seamless guest arrivals and departures.
  • Maintain the driveway, porte cochere, and all guest-facing areas related to guest services in impeccable condition, ensuring a positive first impression.
  • Ensure that concierge and guest services storage rooms are organized and in excellent condition.
  • Coordinate with the concierge and transportation management to ensure flawless execution of services related to the driveway and porte cochere guest experience.
  • Liaise with security management to address any risks or suspicious activities promptly and effectively.
  • Use HotSOS to dispatch requests and jobs to the appropriate departmental colleagues, ensuring timely delivery and follow-up.
  • Ensure compliance with all E Butler and E-Concierge related targets and requests, handling them within the standard time frame.
  • Maintain up-to-date knowledge of hotel and area events and activities to provide accurate and prompt information to guests.
  • Handle guest complaints and resolve problems efficiently, communicating unresolved issues to the Manager on Duty.
  • Support the front of house operation as needed, addressing all issues and situations to the Head Concierge.
  • Respond calmly and effectively to emergency situations, following hotel guidelines.
  • Ensure all colleagues are aware of and comply with the hotel’s fire, safety, and emergency procedures.
  • Create an organized and cooperative work environment by completing shift checklists and following through on responsibilities.
  • Identify process problems and deficient areas, suggesting solutions for permanent fixes.
  • Assist in preparing the departmental business plan and review financial results monthly.
  • Ensure departmental SOPs, policies, and systems are up-to-date, both locally and globally.



About you:

The ideal candidate for this position will have the following experience and qualifications:

  • Previous 5 Star Luxury Hospitality experience in a managerial role
  • Prior work experience in Front of House, ideally in a Luggage Master / Bell supervisory role
  • Excellent technical and communication skills, both in person and by telephone.
  • Knowledge of Opera Version 5 and/or Opera Cloud (Level of expertise – Advance


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