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Customer Experience Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates RAFFLES Full time
Job Description

We are seeking a highly skilled and experienced Guest Relations Manager to join our team at Raffles. This is a fantastic opportunity for a motivated individual who is passionate about delivering exceptional customer service and ensuring that every guest has an unforgettable experience.

The successful candidate will be responsible for overseeing all aspects of Guest Relations, including supervising the Guest Relations team, handling guest complaints and feedback, and implementing initiatives to improve the guest experience.

  • Main Responsibilities:
  • Supervise the Guest Relations team and ensure they are equipped to deliver exceptional customer service.
  • Handle guest complaints and feedback in a professional and courteous manner.
  • Implement initiatives to improve the guest experience, such as conducting house tours and special room drops for VIPs.
  • Assume responsibility of Duty Manager if asked to do so.
  • Maintain transparent and open communication with related departments to ensure customer requests and complaints are handled effectively and efficiently.

Requirements:

  • Degree from School for Tourism & Hotel Management.
  • Minimum 3 - 5 years relevant experience with at least 2 years at a supervisory level.
  • Strong written and verbal communication skills in English.
  • Able to develop rapport with colleagues and staff management.
  • Ability to work cohesively with co-workers as part of a multi-cultural team.
  • Ability to focus attention on guest needs, remaining calm and courteous at all times.
  • Able to exercise good judgment with difficult guests.

About Us:

Raffles is a luxury hotel chain known for its high standards of service and hospitality. We are committed to providing our guests with an unforgettable experience and are looking for someone who shares our passion for delivering exceptional customer service.