Guest Experience Manager

About the role

Ennismore is opening the Delano Dubai resort on Bluewaters Island, the first Delano brand in the UAE, and is looking for a Guest Experience Manager. The role 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
• Supervise and train the Guest Experience team on hospitality standards, customer service and special requests
• Act as a point of contact for VIP and repeat guests and coordinate with Front Office, Housekeeping, Food & Beverage and the Concierge
• Develop loyalty programmes, track guest preferences and handle complaints promptly
• Inspect rooms and common areas, monitor service levels and report satisfaction trends to management
• Introduce new guest experience programmes and stay current on industry trends
• Support people and culture: recruit new staff, run the bi-annual talent review, manage performance cycles and employee engagement, and monitor labour turnover
• Work within the Accor All Inclusive Heartist service culture, follow health and safety procedures and act in the hotel's financial interest

Required profile

• Minimum 3-5 years in hospitality or guest services, with 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 spoken; other 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
• Microsoft Office Suite

What we offer

• Comprehensive training and development programmes tailored to the luxury hospitality sector