Assistant Guest Experience Manager

Company Description

At the 25hours Hotel One Central, Bedouin traditions are brought back to life and reinterpreted in a contemporary way. Here our colleagues become storytellers themselves. With a view of the Museum of the Future near the Dubai International Financial Center, everyone will find their way to us. Whether for an ice cream walk or a birthday celebration, we also enjoy spending time together outside of work. We are a colourful, diverse, professional team and love our friendly, informal culture.

COME AS YOU ARE & JOIN THE  25h TRIBE.

Job Description

How does your working day look like …

• Prepare all the required activities for the hotel guests according to the Protocol and the Guest Services SOP manual and the cultural characteristics of the SBBU region, focusing in providing high quality services and treatment, so as to meet and exceed the expectations of the guests.
• Handle and respond to customer complaints and feedback according to Company standards, cooperating with all the required stakeholders for their effective resolution and management.
• Design customer service programs, promotions, daily activities and events to enhance the guest experience. 
• Supervise the archive and regular maintenance of guest's history and check the quality and the usefulness of the information captured in order to improve the welcome services provided as per guest requirements and preferences.
• Plan and supervise the day-to-day operations of the Guest Services operations to ensure that all work is carried out in an efficient manner and in consistency with operating policies and procedures
• Provide on-the-job training and constructive feedback to subordinates to support their overall development and performance.
• Ensure compliance to all relevant Health, Safety and Environment management procedures and controls within a defined area of activity so that Company provides world class and luxurious hospitality services to its guests.
• Implement approved departmental policies, processes and procedures, and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled and consistent manner while delivering a quality service to guests and maintaining standards of excellence.

Motivate subordinates and contribute to the identification of opportunities for participating in change initiatives, programmes and projects taking into account best practices, improvement of processes and productivity improvement.

Qualifications

Your personality counts more than your CV …

• You’ve gained at least 2-year management experience in a similar role, and can speak English fluently
• You have hands-on experience in the development and implementation of events within the hospitality sector.
• You have very good command in English and Arabic language.
• You have good computer literacy and very good MS Office skills and hotel systems.
• You have the ability to resolve guest complaints/issues in a calm and professional manner.
• You can inspire your fellow staff just as you can inspire your guests. On top of this, you know your way around town and always have tips for partying up your sleeve.
• You’re a doer – and even if you do it wrong sometimes, you openly admit it.
• You’re not just bringing your abilities, but also your character.

Additional Information

Additional Information

What’s in it for you …

• Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
• Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world
• Benefit from great offers from our numerous cooperation partners
• Be part of our hilarious staff parties and much more...