Franchise Hotel - Guest Experience Manager - Preferably Female Candidates

Job Description

Welcome to voco? Bonnington Dubai, a franchise partner of IHG?s upscale brand.Drawing on our years of experience in delivering True Hospitality, voco? Hotels gives people a different choice. Hotels that are reliable enough to depend on but different enough to be fun. Our new family of hotels are connected by their individual characters that make memorable travel dependable. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Hotels that stand out from the crowd.Becoming part of the family, where everyone?s a host?Every great stay starts with a great host, who are the beating heart of our hotels. Our teams are there when people need them but, give them space to relax. It?s these thoughtful touches that give our service the balance guests adore: natural and easy-going but, also friendly without being over the top.Located in the heart of bustling and cosmopolitan Jumeirah Lakes Towers, voco? Bonnington Dubai is minutes away from Dubai Marina and its beaches, and a short ride from a host of luxury shopping facilities and malls, restaurants, bars, and some of the worlds top golf courses. Our 5-star hotels just a short journey to the Dubai Expo 2020 site, Jebel Ali free zone, and within easy reach from both Dubai and Abu Dhabi international airports making voco? Bonnington Dubai the ideal location to explore Dubai, be it for business or for leisure.voco? Bonnington is a trendy and vibrant hotel. The 208-keys property has been open since 2010 and enjoys an array of exceptional dining concepts.Guest Experience Manager will hold overall responsibility of coordinating activities and overseeing the Front Office Operation. Report to the Front Office Manager. Ensure smooth operation at all times and provide outstanding quality service for the customers.Profile:Guest Experience

• Guest-centric mindset
• Strong background in creating memorable guest experience
• Knowledge in guest satisfaction score and trend analysis
• Able to create an action plan to achieve guest experience metrics
• Brand-hearted
• Develops high quality relationships with guests throughout their stay.
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Provide high level of customer service and maintain a high profile in the day to day front office operations.
• Ensure that personalized service is offered to each and every guest.
• Monitor all Loyalty guests to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensures that guest documentation and information is available and up-to-date.

• Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance
• Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently
• Recommend or initiate any HR elated actions where needed
• Drive a great working environment for teams to thrive ? connect departments to create sense of one team
• Manages and motivates the Front Office team in order to provide a high standard of service for customers.
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
• Integrates and trains employees, providing support for skills development.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

• To be considered for this role you must be holding a relevant qualification in Front Office and you will have a minimum of 2-4 years experience holding managerial position, preferably in a 4/ 5 -star property within the UAE.
• You should be available in the UAE for a face to face meeting.
• Proven experience in leading a team of Front Office professionals
• Strong personality who fosters good team working relations
• Positive with a ?can-do? attitude
• Experience working in a multicultural team including working in an isolated resort environment
• Flexible working hours, hands on, patient, people?s person and very service oriented
• Excellent organizational skills, able to multitask and meet deadlines
• Excellent communication skills
• Arabic speaker is an advantage.

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