Guest Experience Ambassador

About the role

SLS Dubai Hotel and Residences, a luxury 5-star city hotel belonging to Ennismore under the Accor group, is looking for a Guest Experience Ambassador. The hotel has 946 units across 75 floors in Downtown Dubai and offers 254 rooms, 321 hotel apartments and 371 branded residences. The role centres on welcoming guests, supporting them throughout their stay and ensuring a smooth, satisfying experience.

Key responsibilities

• Greet guests on arrival, help with check-in and give information on facilities, services and local attractions.
• Act as a guest point of contact, answering questions and requests, arranging transport, restaurant reservations and special requests.
• Handle complaints and issues professionally, seeking solutions while following hotel policy.
• Coordinate special services for VIP guests, such as room upgrades, welcome amenities and personalised attention.
• Follow up with guests after their stay by call or email to gather feedback and resolve outstanding issues.
• Complete guest relations administration such as updating guest profiles, preparing reports and handling billing inquiries.
• Work closely with the front desk, housekeeping and concierge to meet guest needs efficiently.

Required profile

• Previous customer service experience, preferably in hospitality.
• Excellent communication and interpersonal skills, with strong verbal and written English.
• Proactive, problem-solving approach and ability to stay calm and professional under pressure.
• Ability to multitask in a fast-paced environment with a high attention to detail.
• Gracious, friendly and fun demeanour, able to build positive working relationships and work both independently and in teams.

Required skills

• Proficiency in relevant computer applications and hotel management systems.