Guest Excellence- Manager
Dusit Thani Dubai
Date: 8 hours ago
City: Abu Dhabi
Contract type: Full time
Job Description
PRIMARY RESPONSIBILITIES:
PRIMARY RESPONSIBILITIES:
- Quality and Reputation Management
- Develops methodologies, frameworks, and strategies aligned with guest excellence and Dusit’s signature guest experience.
- Complies with quality standards for products and services in line with Dusit Brand and Operational Standards.
- Ensures all employees receive company’s service quality training.
- Advises management on compliance issues and conducts quality-related activities including internal audits and validates quality processes to maintain standards.
- Champion the Guest Engagement Platform.
- Coordinates with management for guest expectations & satisfaction analysis to enhance service quality.
- Customer Experience (CX) Management
- Strategic Collaboration: Fostering collaboration and innovation with relevant divisions to ensure proper execution of all CX activities and events.
- Event Planning and Quality Oversight: Manages and enhances hotel experiences by developing and executing signature activities and events focused on customer engagement and satisfaction. Maintains oversight of consistency and quality, ensuring programming is aligned with brand’s value, current trends and guest interests.
- Revenue Enhancement: Collaborates with respective division heads to drive revenue through innovative CX experiences and programming, aligned with broader business goals.
- Sustainability management
- Strategize and manage implementation of Tree of Life, focusing on maximizing net positive impact.
- Foster collaboration among departments and between Dusit and external stakeholders to ensure effective execution of sustainability initiatives.
- Track sustainability performance and progress of ‘Tree of Life’ in accordance with the relevant requirements and standards, and timeline administered by Corporate Sustainability and report to Corporate Office in a timely manner.
- Operational Brand Compliance
- Monitors compliance of all brand signatures in hotel operations, incl. but not limited to music, scent, decoration, equipment and set-up of facilities and activities.
- Fosters collaboration with various teams in the hotel to make sure that physical brand compliance is met in all guest touchpoints.
- Liaise with Marketing to work on on-brand promotional materials for CX experiences and programming.
- Operate as a key point of contact for the hotel on RPS, CX, Sustainability – Tree of Life:
- Establish and maintain strong relationships with key stakeholders both internal and external on sustainability.
- Source local and international content and connect/collaborate with stakeholders to enhance guest experiences.
- Any other duties as assigned by the General Manager.
- Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote graciousness.
- Communicate and fully embrace the Company’s culture; incorporate the Graciousness Pillars and integrate the Tree of Life into all activities. Lead by example and cascade Dusit’s culture to all colleagues.
- Be a change agent; agile, adaptive, and open to new ideas and approaches. Embrace innovation and foster a culture of continuous improvement.
- Ensure confidentiality from acquiring, storing, transferring, and disposing of all intellectual property and databases, both hard copy and electronic, in compliance with Data Protection guidelines of the local and international laws.
- Adhere to Dusit Internet and Email policy at all times.
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
- Minimum education of bachelor’s degree in Hotel Management or relevant discipline
- Minimum of 3-5 years in hotel operations or relevant equivalent field.
- Knowledgeable in hotel operations e.g., Front Office, Executive Floor, Housekeeping, Food & Beverage, Events, etc.
- Have good English communication skills both in written and spoken.
- Exceptional communication, negotiation, and interpersonal skills, with a keen attention to detail.
- Strong leadership and team management skills with the ability to inspire and motivate a diverse team to achieve excellence.
- Creative mindset with a passion for innovation and a commitment to delivering memorable guest experiences.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously.
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