Job Description

Team Leader Guest Care - Longevity Hub
(18733)
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.
Job Summary
You are a key ambassador of the Longevity Hub Dubai by Clinique La Prairie who offers the most advanced health programs, within a luxury wellness clinic environment. As the Team Leader for Guest care at the Longevity Hub Dubai, you will play a pivotal role in ensuring the highest standards of guest service aligned with FORBES and DHA guidelines. Your primary responsibility will be to oversee the reception team, maintaining a warm and professional environment where every guest feels valued and cared for. This position requires a deep commitment to customer satisfaction, team leadership, and adherence to operational excellence.
Key Duties and Responsibilities

• Team Leadership: Supervise reception staff, including coordinating the reception rota, conducting regular team meetings, and fostering a cohesive team environment.
• Guest Profile Audits: Conduct audits of guest profiles to ensure compliance with DHA (Dubai Health Authority) requirements and clinic standards, ensuring accurate data collection and documentation.
• Data Management: Oversee the accurate collection and maintenance of guest data in accordance with privacy regulations and clinic policies.
• Complaint Resolution: Take ownership of guest complaints, resolving issues promptly and effectively to ensure a positive guest experience and prevent recurrence.
• Exemplify Customer Focus: Demonstrate a sincere appreciation for the guest experience, ensuring every interaction reflects warmth, empathy, and professionalism.
• Enhance Patient/Customer Service: Develop and nurture client relationships through exceptional service, proactive follow-up, and personalized communication.
• Brand Ambassadorship: Educate guests on our treatments, programs, and products, highlighting their benefits to meet individual needs and drive sales.
• Guest Coordination: Collaborate with wellness experts to deliver holistic client experiences, ensuring seamless service delivery across all clinic offerings.
• Communication Management: Answer phone calls promptly and professionally, respond to emails within 24 hours, and maintain efficient correspondence channels.
• Maintain Operational Standards: Uphold cleanliness, organization, and sanitation protocols in all reception and guest areas.
• Continuous Improvement: Attend training sessions and meetings to stay updated on clinic offerings, standards, and operational procedures.
• Goal Achievement: Contribute to the clinic's sales objectives by exceeding personal and team sales targets consistently.
• Promotional Activities: Represent the clinic at public relations events and exhibitions to promote our services and enhance brand visibility.

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