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Senior Guest Experience Manager

2 months ago

Dubai, Dubai, United Arab Emirates Jumeirah Full time

About Jumeirah

Jumeirah Group, a leading hospitality company, is committed to delivering exceptional guest experiences across its global portfolio of luxury hotels and resorts. With a strong focus on service excellence, Jumeirah operates a world-class network of properties, employing over 9,000 colleagues from diverse backgrounds.

Job Overview

We are seeking a highly skilled Guest Relations Executive to join our team at Jumeirah Mina Al Salam. As a key member of our guest services team, you will be responsible for ensuring seamless and personalized experiences for our valued guests, particularly VIPs and loyalty program members.

Key Responsibilities

  • Conduct thorough pre-arrival checks for VIP guests, collaborating with relevant departments to gather essential information and plan a tailored arrival experience.
  • Monitor VIP facilities and perform final checks on reserved suites to ensure they meet the highest standards.
  • Coordinate with VIP guests and departments to ensure smooth operations for arrivals and departures, including billing and arrival/departure experiences.
  • Provide exceptional service to VIP guests, including courtesy visits and express check-out.
  • Update guest reservations with collected information and ensure preferences are met.
  • Meet with Platinum and Gold members of the Jumeirah One Loyalty Program to ensure a personalized experience.
  • Recognize repeat and important guests, building rapport and anticipating their needs and preferences.
  • Manage guest complaints and feedback effectively, supervising team members and liaising with related departments.
  • Analyze Mystery Customer information, Profile Quality scores, and LQA results, communicating them to the team and developing corrective actions.
  • Conduct regular quality checks on floor receptions to maintain Jumeirah and LQA standards.
  • Monitor costs and recommend measures to control them in accordance with annual budgets.

About You

We are looking for a UAE national with a Bachelor's degree and 0-2 years of experience in a similar role. You should possess excellent problem-solving and decision-making skills, as well as strong time management, organization, and planning abilities. Proficiency in Microsoft 365 is essential, and fluency in English and Arabic is required.

About the Benefits

We offer a competitive tax-free salary, paid in Dirhams, as well as generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and healthcare package, flights home, life insurance, and other employee benefits.