Guest Experience Ambassador

About the role

SLS Dubai, a luxury 5-star city hotel belonging to Ennismore under the Accor group, is looking for a Guest Experience Ambassador. The role acts as the main point of contact for guests during their stay, delivering courteous, prompt service and helping coordinate special requests.

Key responsibilities

• Greet guests on arrival, assist with check-in and explain hotel facilities, services and local attractions.
• Act as the main point of contact for guests, arranging transportation, restaurant reservations and special requests.
• Handle complaints and issues professionally, following hotel policies and procedures.
• 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.
• Strong problem-solving ability and a proactive approach to guest satisfaction.
• Ability to stay calm and professional in high-pressure situations and to multitask in a fast-paced environment.
• Gracious, friendly and fun demeanour, with attention to detail.

Required skills

• Proficiency in relevant computer applications and hotel management systems.
• Ability to work independently and in partnership with others.