Guest Experience Manager

Company description

Ennismore, the fastest-growing lifestyle and leisure hospitality company, is bringing the iconic Delano brand to the UAE for the first time. When Delano South Beach arrived on the Miami scene in 1995, it introduced an entirely fresh take on five-star luxury and marked the inception of lifestyle hospitality. Delano was celebrated for its blend of timeless elegance, modern design, and vibrant energy. It became the social hub, bringing together the who’s who of the fashion and entertainment world. Guided by the same principles that propelled the original Delano to icon status, Delano Dubai will usher in a new era of sophisticated style and elevated service to the UAE.

Located on the pristine shores of Bluewaters Island, the Delano Dubai resort will boast an array of luxury rooms and suites, four exceptional culinary and mixology experiences, an oceanfront swimming pool, and a wellness studio.

Job description

Summary

The Guest Experience Manager is responsible for ensuring that every guest enjoys a memorable and exceptional experience during their stay. This role focuses on enhancing guest satisfaction by proactively anticipating guest needs, resolving issues, and leading efforts to exceed guest expectations. The Guest Experience Manager works closely with various hotel departments to deliver personalized, high-quality services that enhance the overall guest journey from check-in to check-out.

Responsibilities

Guest experience management

• Monitor and evaluate guest feedback through surveys, reviews, and direct interaction to identify areas for improvement.
• Ensure that guest expectations are met or exceeded by creating personalized, memorable experiences.
• Actively address guest concerns, requests, and complaints in a timely and professional manner to maintain satisfaction.
• Develop personalized itineraries and unique guest experiences based on preferences and special occasions.

Team leadership and training

• Supervise and guide the Guest Experience team, providing direction, motivation, and support to ensure high levels of performance.
• Conduct regular training sessions for team members on hospitality standards, customer service, and handling special guest requests.
• Empower team members to provide top-tier service by promoting a culture of excellence and attention to detail.

Guest interaction

• Act as a point of contact for VIP and repeat guests to ensure their needs are anticipated and met.
• Ensure personalized, warm, and engaging guest interactions, from check-in to check-out, to create a lasting positive impression.
• Anticipate the needs of guests and customize services to meet individual preferences.

Collaboration with hotel departments

• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to deliver a seamless and cohesive guest experience.
• Work closely with the Concierge team to offer personalized recommendations for dining, entertainment, and local attractions.
• Ensure smooth communication between departments to quickly address any issues or special requests.

Guest loyalty and retention

• Develop and implement programs to increase guest loyalty, such as reward schemes, special offers, and memorable experiences for repeat visitors.
• Track guest preferences, feedback, and patterns to anticipate future needs and improve service delivery.
• Cultivate relationships with frequent guests to encourage return visits and enhance long-term customer loyalty.

Problem resolution

• Handle guest complaints, concerns, or issues with empathy and professionalism, aiming to resolve problems swiftly and to the guest’s satisfaction.
• Proactively identify potential issues or disruptions to the guest experience and work to address them before they affect the guest.

Quality control and standards enforcement

• Conduct regular inspections of guest rooms and common areas to ensure cleanliness, quality, and presentation standards are upheld.
• Implement quality control measures to maintain the hotel’s reputation for luxury and excellence.
• Monitor service levels throughout the hotel and ensure that the guest experience is consistent across all touchpoints.

Guest feedback and reporting

• Collect, analyze, and respond to guest feedback, both positive and negative, to continuously improve the guest experience.
• Provide reports to management on guest satisfaction levels, trends, and opportunities for improvement.

Innovation and continuous improvement

• Stay current on industry trends, guest preferences, and emerging technologies that can improve the guest experience.
• Introduce new guest experience programs, services, or offerings to keep the hotel competitive and enhance satisfaction.

Additional responsibilities

• Perform any other duties or responsibilities assigned by management to support the effective operation of the department and the broader goals of the property.

People and culture

Employee relations

• Foster a positive and structured work environment that encourages the successful operation of the business, using the necessary processes to address disciplinary, grievance, and workforce change situations.
• Work alongside the People & Culture leader to investigate, document, and administer corrective action promptly and effectively, supporting the mutual goals of the business and the Heartist.

Recruitment

• Hire new Heartists in conjunction with the People & Culture leader through INES.
• Use the provided interview guides and Talent Meter to gather further information about potential candidates.

Employee engagement and communications

• Strive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals.
• Ensure the consistent and transparent delivery of business and associate information so that each Heartist understands how they contribute to the company’s success.
• Work on the Employee Engagement Survey (EES) and People & Culture Audit.
• Ensure the EES Champions implement hotel and departmental action plans to increase Heartist engagement and improve EES scores year over year.
• Represent the organization as an exemplary ambassador of the Accor All Inclusive Heartist service culture.
• Closely monitor labor turnover and take proactive action based on trends, sharing suggestions with the People & Culture leader and Hotel Manager or General Manager.

Learning, talent development, and performance management

• Ensure the biannual Talent Review process is conducted and associated documentation is maintained to the required standard.
• Facilitate the performance management cycle, including probation reviews, annual performance reviews, development plans, and on-the-job training.
• Ensure departments have adequate departmental trainers and that they are well utilized.
• Ensure a transparent development program is in place for all supervisory positions, in conjunction with the Talent & Culture leader and Learning & Development.
• Develop direct reports by providing ongoing feedback and development.
• Contribute to the morale and team spirit of the hotel by maintaining effective relationships with colleagues.
• Perform additional duties as directed by supervisors.
• Make appropriate suggestions and recommendations to supervisors for the general improvement of the hotel.
• Be fully conversant with all health and safety, fire, and emergency procedures.
• Maintain a high standard of personal hygiene, dress, uniform, and body language.
• Be polite and professional in any situation where the image or regulations of the hotel are represented.
• Attend meetings and training as required by supervisors.
• Ensure that all activities are carried out honestly, ethically, and within the parameters of local law.
• Interact with guests and actively solicit feedback.

Finance

• Recognize that the activities and contributions of this role will impact the performance of the hotel.
• Act on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate.
• Exercise sound judgment and integrity at all times to ensure the confidentiality of protected information.
• Demonstrate financial competence in budgeting and forecasting, including providing commentary for related documents and meetings.
• Demonstrate full awareness of the departmental budget and profit and loss, and work toward achieving targets by minimizing expenses and maximizing room revenue.
• Apply strategic thinking, strong leadership, and a focus on delivering exceptional guest experiences while maximizing revenue and profitability.

Abilities, key competencies, and skills

Alongside these key competencies, the incumbent will be required to demonstrate the fundamentals of the company’s Heartist service culture: being responsive, respectful, and committed to delivering a great experience.

• Leading myself: Positive orientation; operational decision-making; self-development and management.
• Leading others: Developing an empowered team; leading an engaged and diverse team; communication.
• Leading the business: Advocating guest passion; business planning and analysis; business improvement and change.

Qualifications

Experience

• A minimum of three to five years of experience in hospitality or guest services, with at least two years in a management or supervisory role.

Education

• A bachelor’s degree in Hospitality Management, Business, or a related field is preferred.

Skills and attributes

• Strong leadership, interpersonal, and communication skills.
• Excellent problem-solving and conflict resolution abilities.
• Ability to anticipate and address guest needs proactively.
• Attention to detail and a strong focus on customer service and satisfaction.
• Proficiency in hotel management software and Microsoft Office Suite.
• Ability to multitask and remain calm in high-pressure situations.

Language

• Excellent reading, writing, and oral proficiency in English.
• Ability to speak other languages and a basic understanding of local languages are an advantage.

These qualifications and attributes are crucial for excelling in the role, ensuring effective leadership, operational excellence, and outstanding guest experiences.

Additional information

Why join us

We are dedicated to fostering your growth and success every step of the way. We understand the importance of providing you with the support, training, and leadership necessary to excel in your role. That’s why we offer comprehensive training and development programs tailored to sharpen your skills and elevate your expertise in the luxury hospitality sector. Your journey with us is not just about achieving your goals, but also about continuously refining your capabilities and making meaningful contributions to our shared success.