Job Description

Manager, Guest Services, One & Only One Za'abeel
(18180)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy(TM), and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.
Behold the dawn of a new, all-encompassing resort experience in Dubai - One&Only One Za'abeel. A vibrant hub for business, a magnetic stage for entertainment, and a haven for inner-city wellness, this new Dubai resort will be more than a trailblazing icon of the skyline, and it will be an utterly unrivalled urban oasis. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.
About The Role
As the Guest Services Manager in a One & Only One Za'abeel, your primary responsibility is to ensure the highest level of guest satisfaction by providing exceptional service and creating everlasting moments and memorable experiences. You will oversee the guest services department, leading and mentoring bellman, doorman, valet team, airport representatives' members. You must lead by serving from the heart, caring for guests and colleagues, maintaining a high standard of service, and providing ongoing training and motivation to the team. You will assist the Front of the House Manager in developing budgets, staffing plans, training programs, and ensuring all policies and procedures are followed.
Key Duties and Responsibilities

• Oversee the valet parking operations, ensuring efficient and safe handling of guests' vehicles. Develop and implement standard operating procedures to streamline processes, manage parking space availability, and ensure timely retrieval of vehicles.

• Ensure smooth handling of guests' luggage, including coordination of baggage storage, delivery, and retrieval. Train team members in proper luggage handling techniques, guest escorting, and room orientation. Maintain the highest level of cleanliness and organization in the luggage storage area.

• Ensure that the guest services team provides a warm and personalized welcome to all guests. Train and guide the guest services team in providing assistance with luggage, opening doors, hailing taxis, and offering local information or recommendations.

• Manage the transportation services provided by the hotel, including coordinating airport transfers, local transportation, and chauffeur services. Maintain a fleet of vehicles in excellent condition, ensuring cleanliness, maintenance, and regular inspections. Coordinate with external transportation providers when necessary.

• Ensure that the airport representatives team provides a warm and personalized welcome to all guests.

• Build and maintain strong relationships with guests, anticipating their needs, preferences, and expectations. Personally handle VIP and special guest requests, ensuring a seamless and tailored experience. Address any guest concerns or issues promptly and effectively.

• Collaborate with other hotel departments, such as front office, housekeeping, concierge, and sales, to ensure seamless guest experiences and effective communication. Coordinate with these departments for special requests, room assignments, and any other guest-related matters.

• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, Opera etc.)

• In the event of any guest incidents / inconveniences, attempt to solve each issue and escalate to management when necessary. All guest issues, incidents, and feedback are logged on ALICE within the same day of occurrence.

• Oversee Ground Floor Operations, ensuring seamless guest experiences, smooth traffic flow, and coordination with all front-of-house teams.

• Support the SIRO Hotel team by facilitating guest arrivals, departures, and any special requirements at the shared facilities.

• Manage Link Arrivals via the second valet station, coordinating guest drop-offs, valet services, and guest assistance to maintain efficiency and guest satisfaction.

• Responsible for Lobby Ambassador while on the first or ground floor for guiding, positioning, and ensuring they fully understand and conduct their duties as per standard.

Quality

• Promote awareness of the quality and brand standards across the property.

• Ensure compliance with the LQA/Forbes Standards.

• Ensure that team members deliver the brand promise "We create Joy".

• Assist in implementation of the Brand Markers, Operational guidelines that define the hotel's image and reputation.

• Analyze guest feedback through internal comment, online platforms, ReviewPro tool to improve guest satisfaction.

• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people, what is happening in the area etc.

Financial

• Manage costs based on key performance indicators while maintaining the brand promise to Guests, ensuring the Guest Service department operates with the most efficient cost structure possible.

• Maximize revenues through cross selling outlets.

People Management

• Assist in the recruitment and selection of the guest services employees.

• Oversee the punctuality and "Dress to Impress" attitude of the concierge department.

• Monitor and test knowledge to identify training needs and organize training sessions.

• Manage the team to attract, retain and motivate, develop, empower, coach and council, conduct performance and salary reviews, resolve problems, and provide open communication discipline.

• Lead by example, inspire team to create amazing experiences and everlasting memories for the guests.

• Give feedback on the results of the Employee engagement survey and ensure that the relevant changes are implemented.
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests and colleagues.

About You

• Bachelor's degree in hospitality management, business administration, or a related field.

• 2 years of experience in management in a luxury hotel.

• Strong leadership and organizational skills, with the ability to effectively manage a team and prioritize tasks.

• Excellent communication and interpersonal skills, with the ability to interact with Guests and staff at all levels.

• Proficiency in Opera PMS, ALICE, SAGA would be a plus.

• Proficiency in English (oral and written),

• Additional language would be a plus.

• Extensive knowledge of the local area, including attractions, restaurants, events, and transportation options.

• Knowledge of relevant regulations and laws related to hotel operations.

• Ability to work flexible hours, including weekends and holidays.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Skills Required