Assistant Guest Experience Manager

Key Responsibilities

• Ensure a warm welcome and professional farewell for all guests, creating a positive and memorable guest experience.
• Organize and coordinate special events, VIP arrivals, and personalized guest experiences according to guest preferences.
• Monitor guest satisfaction and feedback and implement appropriate actions to improve the overall guest experience.
• Train, coach, and support team members in guest relations, service standards, and hospitality best practices.
• Maintain accurate guest records, preferences, and special requests in the hotel management system to support personalized service.
• Assist in developing and implementing initiatives to improve guest satisfaction, engagement, and loyalty.
• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest service.
• Manage guest communications, including correspondence, special requests, pre-arrival arrangements, and follow-up.
• Monitor service quality and ensure compliance with Novotel service standards and hotel policies across all guest touchpoints.
• Assist in coordinating concierge services, transportation, activities, and other guest requests.
• Support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency.

Job Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Fluency in English and Arabic with excellent verbal and written communication skills.
• Minimum 3 years of experience in Guest Relations, Front Office, or hospitality management, preferably within a hotel environment.
• Strong leadership, communication, and team management skills.
• Excellent customer service, problem-solving, and complaint-handling abilities.
• Strong attention to detail and the ability to remain professional and composed under pressure.
• Proficiency in hotel management systems and Microsoft Office.
• Good understanding of hospitality service standards and guest experience practices.
• Ability to work flexible shifts, including weekends and public holidays.
• Strong interpersonal and cross-cultural communication skills.