Job Title: Guest Experience Duty Manager

Job Description:

At One&Only Royal Mirage Dubai, we are committed to delivering unparalleled luxury experiences with warmth, precision, and creativity. We are seeking a Guest Experience Duty Manager to oversee daily front-of-house operations, ensuring every guest enjoys seamless and memorable service.

This role involves leading a team, resolving guest concerns, and upholding the highest hospitality standards. You will play a crucial role in enhancing guest satisfaction, managing service excellence, and supporting operational efficiency in a luxury five-star setting.

Key Responsibilities:

🌟 Guest Experience & Service Excellence

• Act as the primary point of contact for guests, ensuring their needs and expectations are met with exceptional service.

• Handle guest complaints, disputes, and special requests, ensuring a smooth and pleasant stay.

• Lead by example, demonstrating outstanding hospitality skills and problem-solving abilities.

• Monitor guest interactions and feedback, identifying opportunities for continuous service improvement.

🏨 Operations & Team Leadership

• Oversee front desk, reservations, and concierge services to ensure seamless operations.

• Train, guide, and motivate the front-of-house team, fostering a culture of excellence.

• Work closely with other departments to ensure smooth communication and service flow.

• Enforce compliance with hotel policies, health & safety regulations, and security protocols.

📈 Performance & Process Improvement

• Support upselling programs to enhance revenue opportunities.

• Manage daily operations, ensuring all processes align with the hotel’s service standards.

• Utilize guest insights and analytics to enhance service personalization and retention.

• Maintain accurate records and reports, ensuring data-driven decision-making.

Requirements:

✔ 1-2 years of experience in a similar role within luxury hospitality or five-star hotels.
✔ Strong background in reservations and front-office operations (experience with Opera system preferred).
✔ Excellent communication skills in English (additional languages are a plus).
✔ Strong problem-solving and leadership abilities, with a guest-first mindset.
✔ Ability to work under pressure and meet strict deadlines.
✔ Prior experience in the Middle East/GCC hospitality sector is an advantage.

Why Join Us?

✅ Be part of an iconic luxury brand redefining hospitality.
✅ Work in a vibrant, guest-centric environment that values innovation and excellence.
✅ Grow with exciting career development opportunities in an expanding global brand.
✅ Experience Dubai’s world-class hospitality industry in a prestigious location.