Raffles Club Operations and Experience Manager

About the role

Raffles the Palm Dubai, a luxury beach resort opened in 2021 on Palm Jumeirah, is looking for an Operations and Experience Manager for its Raffles Club. The role leads the day-to-day operation and ongoing development of the Club, driving service standards and distinctive guest experiences across breakfast, afternoon tea and aperitivo, while keeping teams engaged and commercial performance sound.

Key responsibilities

• Lead the Club during operating hours and set clear service expectations across all touchpoints
• Shape breakfast, afternoon tea and aperitivo experiences with Food and Beverage and Culinary teams
• Meet guests, track preferences and history, handle complaints and follow up on corrective actions
• Coordinate welcome letters, amenities and other guest arrangements
• Oversee food and beverage service, food quality, beverage standards, buffet and table presentation, and stock checks and inventory
• Calculate and review food and beverage costs per service period, monitor spend against budget and actual covers, and manage daily operating expenses
• Drive continuous improvement of service, operations and the guest journey
• Lead, coach and develop the team, support recruitment and induction, organise training, and prepare duty and vacation schedules
• Work with the Director of Rooms to manage the departmental budget, control inventory and supplies, and review operating results
• Follow health, safety and security policies and keep the lounge clean and safe

Required profile

• Degree or equivalent in tourism, hospitality or hotel management
• At least five years of relevant experience, including a minimum of three years in a management role
• Hands-on experience overseeing food and beverage service, ideally in a luxury hotel lounge, club or comparable operation
• Proven ability to manage budgets, control costs and monitor performance measures
• Fluent English; knowledge of another language is an advantage

Required skills

• Strong knowledge of Micros and Microsoft Office
• Opera Cloud experience is an advantage

What we offer

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