Guest Communications Manager

Mandarin Oriental Downtown, Dubai is looking for a Guest Communications Manager to join our Telecommunication Team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai is not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

About The Job

Based at the Mandarin Oriental Downtown, Dubai within the Telecommunication Department in Dubai, the Guest Communications Manager is responsible to provide supervision, delegation, support and leadership in the Telecommunication department in accordance with the objectives, performance and quality standards established by the Hotel. Guest Communications Manager reports to Front Office Manager.

As a Guest Communications Manager, you will be responsible for the following duties:

• Oversee guest communications to ensure timely, personalised responses to inquiries and feedback.
• Develop and implement strategies to improve guest satisfaction through effective communication channels.
• Conduct regular audits to maintain consistency and high service standards in guest communications.
• Lead, train, and mentor a team to uphold service excellence and MO standards.
• Foster a professional, collaborative, and innovative team culture.
• Work closely with various departments and external partners to enhance the guest experience and hotel reputation.
  
  

As a Guest Communications Manager, We Expect From You

• Minimum 3 years of luxury hotel experience, including Front Office operations; Middle East and pre-opening experience is a plus.
• High School Diploma required; a Bachelor's degree in hospitality or a related field is preferred.
• Proficiency in HotSOS, Opera, HMS, and guest messaging software.
• Strong interpersonal, communication, and leadership skills to engage with guests, colleagues, and stakeholders.
• Flexible schedule with the ability to multitask, prioritise, and deliver exceptional guest service in a fast-paced environment.
  
  

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
• A competitive salary and benefits packages.
• Accommodation, transportation, and duty meals provided by the hotel.
  
  

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