Guest Experience Manager

About the role

Ennismore is bringing the Delano brand to the UAE for the first time with the new Delano Dubai resort on Bluewaters Island, featuring luxury rooms and suites, four culinary and mixology experiences, an oceanfront pool and a wellness studio. The Guest Experience Manager ensures every guest has a memorable stay by anticipating needs, resolving issues and leading efforts to exceed expectations, working closely with hotel departments from check-in to check-out.

Key responsibilities

• Monitor guest feedback through surveys, reviews and direct interaction, and develop personalized itineraries and experiences
• Act as point of contact for VIP and repeat guests and handle complaints promptly and professionally
• Lead and train the Guest Experience team on hospitality standards, customer service and special requests
• Coordinate with Front Office, Housekeeping, Food & Beverage and the Concierge team
• Run loyalty programmes, track guest preferences and report satisfaction trends to management
• Inspect rooms and common areas and introduce new guest experience programmes
• Support people and culture, recruitment, talent review and performance management, and monitor labour turnover
• Manage the department budget and P&L, minimize expenses and maximize room revenue

Required profile

• Minimum 3-5 years of hospitality or guest services experience, including at least 2 years in a management or supervisory role
• Bachelor's degree in Hospitality Management, Business or a related field preferred
• Excellent English reading, writing and speaking; other languages and basic knowledge of local languages are an advantage
• Strong leadership, communication and problem-solving skills, attention to detail and calmness under pressure

Required skills

• Proficiency in hotel management software and Microsoft Office Suite
• Ability to anticipate guest needs and handle high-pressure situations