Luxury Guest Experience Manager
7 days ago
About the Role
The Lana, Dubai - Dorchester Collection is seeking a highly skilled and experienced Luxury Guest Experience Manager to join our team. As a key member of our Concierge team, you will be responsible for delivering exceptional guest experiences and driving continuous improvement of our service proposition.
Key Responsibilities
- Support the Concierge Team in driving continuous improvement of our Guest experience, enhancing the hotel service proposition and efficiency of processes.
- Contribute to the development of processes and activities that create and promote the Dorchester Collection culture, values, and bring the Company Philosophy "We Care" to life.
- Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements, including arranging dining reservations, events, excursions, and transportation.
- Build knowledge, relationships, and partnerships with local community and businesses to add value and enhance guests' stay.
- Support the Head Concierge in owning external relationships and partnerships within the city's geographical location.
- Oversee the grooming of the bell captains, luggage porters, doormen, and valet team.
Requirements
- Customer service drive with outstanding communication and active listening skills.
- Excellent problem-solving and multitasking skills.
- Relationship-driven with excellent knowledge of technology.
- Great communication skills with a strong customer service and business ethic.
- English is the primary language used in our hotel.
- A relevant professional qualification or hotel school diploma and a wealth of past experience working in similar capacity for luxury hotels for at least 2-3 years.
- Proven previous experience as Concierge or relevant role in customer service is an advantage.
- Golden Keys holder is a plus.
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