Guest Experience Manager

About the role

Raffles The Palm Dubai, a luxury beach resort on Palm Jumeirah opened in 2021, is looking for a Guest Experience Manager. Reporting to the Hotel Manager, the role leads the Guest Relations and Butlers teams and is responsible for enhancing the guest journey from pre-arrival to post-departure, raising service standards and building guest loyalty. It calls for a guest-focused, proactive and inspiring leader.

Key responsibilities

• Serve as the main point of contact for VIPs and regular guests, anticipate their needs using guest history and preferences, and act on feedback and recorded issues.
• Be visible during peak times in the lobby, F&B outlets, Raffles Club and recreation areas, and mentor the Guest Relations and Butlers team.
• Check VIP rooms before arrival and ensure the correct standard of amenities and special requests.
• Develop and implement personalized guest touchpoints and bespoke experiences in collaboration with other departments.
• Propose improvements, lead change initiatives and oversee the smooth operation of the two teams.
• Manage guest feedback, resolve concerns quickly, monitor guest satisfaction and loyalty KPIs, and keep the immediate manager informed of significant issues.
• Protect the integrity of the butler role and stay current on Raffles brand standards, LQA criteria and global ultra-luxury benchmarks.
• Build relationships with repeat guests, influencers and partners, and carry out special projects assigned by senior management.

Required profile

• Bachelor's degree in Hospitality Management, Business Administration or a related field preferred.
• At least 5 years in a guest-facing leadership role within luxury hospitality.
• Experience in multicultural environments and with high-profile clients; experience in an ultra-luxury environment is a must.
• Neat, polished appearance and fluent written and spoken English; additional languages are a plus.
• Flexibility to work evenings, weekends and holidays as required.

Required skills

• Exceptional interpersonal and communication skills and strong leadership abilities.
• Commercial awareness, good judgment with challenging guests and attention to detail.
• Mastery-level knowledge of Butler Service SOPs.

What we offer

• Complimentary upgrades and extended stays.
• Discounted stays across Fairmont and Raffles properties.
• Special dining and wellness discounts.