Assistant Guest Experience Manager

Job Description

Position Summary

The Assistant Guest Experience Manager plays a key leadership role in orchestrating a seamless, luxury guest journey across all arrival, stay, and departure touchpoints. Functioning as a strategic link between Front Office operational teams, executive management, and hotel guests, this role leads the Guest Relations, Lobby, Executive Club lounge and Guest Experience teams. The position focuses on elevating brand loyalty, analyzing guest feedback, driving service recovery, and embedding brand standards to ensure every guest encounters a tailored, memorable experience.

Key Responsibilities

• Oversee daily Front Lobby, Guest Relations, and Welcome Lounge operations, ensuring immaculate presentation and a proactive, guest-centric presence at all times.
• Support and coordinate across all Front Office touchpoints (Front Desk, Bell Desk, Guest Relations, and Butler Services) to drive operational efficiency and service continuity.
• Conduct regular inspections of public areas, lobby spaces, VIP lounges, and arrival/departure zones, taking immediate corrective action on any operational or aesthetic deficiencies.
• Act as the senior operational contact in the lobby during peak check-in/check-out windows, managing guest flow and maintaining a high level of executive visibility.

• Oversee VIP guest protocols, including personal room inspections prior to arrival, custom amenity coordination, tailored welcome greetings, and private room escorts/tours.
• Actively identify opportunities to create tailor-made, memorable "Cousu Main" (tailor made) guest experiences, empowering the lobby and Guest Relations teams to turn subtle guest preferences and personal milestones into unexpected luxury touchpoints.
• Establish a systematic process within the Guest Experience department to capture, document, and share guest delight stories internally, inspiring a hotel-wide culture of continuous innovation and emotional guest connection.
• Deepen team knowledge regarding local heritage, Dubai city offerings, current events, and hotel brand history to curate bespoke experiences and personalized itineraries for guests.
• Assist internal departments and executive teams in obtaining accurate group movement profiles, room inventory updates, and high-value guest preferences.
• Manage late check-out requests, room upgrade allocations, and specialized inventory blockings according to established revenue guidelines and hotel SOPs.

• Serve as the primary escalation point for guest feedback and complex complaints, conducting root-cause research, negotiating thoughtful solutions, and driving resolution.
• Monitor real-time guest review platforms, in-house satisfaction tracking systems, and post-stay surveys (e.g., LQA, Messagebox, Trip Advisor, TrustYou, Booking.com), translating data into actionable floor improvements.
• Communicate critical guest intelligence, special requests, dietary restrictions, and preference profiles to relevant operational departments (Housekeeping, F&B, Culinary, Spa) to ensure flawless execution.

• Champion frontline up-selling and room upgrade initiatives, training and motivating team members to maximize Average Daily Rate (ADR) and room revenue.
• Actively promote hotel outlets, spa offerings, hotel amenities, and loyalty program activations to drive total guest spend and brand engagement.

• Lead, mentor, and train Guest Experience Supervisors, Guest Relations Officers, and lobby personnel on brand service standards, LQA standards, SOPs, safety procedures, and luxury service behaviors.
• Ensure team members possess necessary operational tools, technological systems (POS/PMS), and cross-departmental information to perform their roles effectively.
• Drive team participation in brand onboarding, continuous learning programs, and luxury mindset workshops.

Qualifications

• Experience: Minimum 2 years of experience in a Supervisory or Assistant Manager role within Guest Relations, Front Office, or Guest Experience inside a 5-star luxury hotel environment (Dubai/GCC experience strongly preferred).
• Technical Skills: Advanced proficiency in Hotel Property Management Systems (e.g., Opera PMS), guest feedback platforms, and Microsoft Office Suite.
• Core Competencies: Emotional intelligence, conflict resolution capability, strong leadership presence, and deep familiarity with luxury hospitality standards.
• Languages: High fluency in spoken and written English; proficiency in additional languages (e.g., Arabic, French, Russian) is an advantage.
• Experience: Minimum 2 years of experience in a Supervisory or Assistant Manager role within Guest Relations, Front Office, or Guest Experience inside a 5-star luxury hotel environment (Dubai/GCC experience strongly preferred).
• Technical Skills: Advanced proficiency in Hotel Property Management Systems (e.g., Opera PMS), guest feedback platforms, and Microsoft Office Suite.
• Core Competencies: Emotional intelligence, conflict resolution capability, strong leadership presence, and deep familiarity with luxury hospitality standards.
• Languages: High fluency in spoken and written English; proficiency in additional languages (e.g., Arabic, French, Russian) is an advantage.

Additional Information