Immediately Hiring

Guest Experience Manager in Dubai
Sofitel Dubai Downtown

Guest Experience Manager

Found in: Talent AE - 2 days ago


Dubai, United Arab Emirates Sofitel Dubai Downtown Full time

Guest Experience ManagerYou will lead the e-reputation & customer feedback to ensure that highest standards of service excellence is maintained in accordance with the company guidelines by adopting a cross functional management with all the hotel team members.What you will be doing: •Ensure all guest feedback received on various channels are replied to within the stipulated time.•Ensure timely preparation of Guest Analysis Report, RPS Reports and Guest Feedback / compliances reports•Leads and supports all Guest Experience initiatives at the property.•Maintaining and doing spot checks of guest preferences being met & driving ACDC.•Meeting ALL VIP guests and ensuring they have a memorable stay.•Prepare & Execute strategy for driving Trip Advisor, Booking.Com Google Reviews and ranking through channels prescribed.•Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.•Conveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field.•Leads ALL (Accor Live Limitless) membership and identifies our Classic, Silver, Gold, Platinum and Diamond guests applying their benefits.•Entertain guests providing positive interaction should the occasion arise.•Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.•Closely monitor guest comments on online channels and social media and respond to guest comments.•Come up with innovative ideas for guest recovery. Your experience and skills include:•Diploma or degree in vocational hospitality •2 to 3 years’ experience in Guest Relation at Managerial role.•Competent user of desktop applications and hotel applications•Languages: fluent in English and local language and a 3rd language would be a plus.•Excellent organizational skills and time management.


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