{"id":3331165,"url":"https://alion.io/job/accor-guest-experience-manager-3","title":"Guest Experience Manager","company":{"id":8914,"name":"Accor","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":77,"open_postings":33,"ghost_share":0,"stale_share":0.909,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Hospitality","role_family":"Hospitality","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dubai, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":38000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":388},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T07:29:10Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-29T08:53:13Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Raffles Hotels & Resorts\nThe Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.\nAbout Raffles The Palm\nOpened in 2021 on the western crescent of Palm Jumeirah, the world’s largest man-made island and archipelago, this palatial beach resort, featuring 340 spacious rooms, suites and villas, is inspired by the stunning elegance of European palaces and embellished with handcrafted Italian furniture. Guests can enjoy panoramic views, a private beach, state-of-the-art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, and signature and private restaurants complemented by exquisite banqueting and conference spaces.\nMore than a destination, Raffles the Palm Dubai embodies the spirit of a legendary brand, celebrated for its storied heritage since 1887 and its hallmark of intuitive, gracious service. At the palace, excellence is a craft, and every team member is a master in their field. Here, talent is not only recognized, it plays a vital role in shaping the next chapter of this extraordinary resort and its legacy within the brand.\nWe invite you to join the world of luxury hospitality at Raffles The Palm as we are currently looking for a Guest Experience Manager. Reporting to Hotel Manager, this role leads the Guest Relations and Butlers Teams and is responsible for enhancing the overall guest journey, from pre-arrival through post-departure, by elevating service standards, delivering personalized experiences, and ensuring high levels of guest satisfaction. The role focuses on creating seamless and memorable guest interactions, fostering loyalty, and building a strong emotional connection with the brand while ensuring alignment with company standards and objectives.\nAt Raffles, the Guest Experience Manager plays a vital role in delivering exceptional and personalized experiences that reflect the elegance, warmth, and service excellence that define the Raffles brand. This position requires a guest-focused, proactive, and inspiring leader with strong interpersonal skills, attention to detail, and a passion for luxury hospitality. Through effective leadership of the Guest Relations and Butlers Teams, collaboration with other departments, and a commitment to anticipating and exceeding guest expectations, the Guest Experience Manager will contribute to enhancing guest satisfaction, strengthening guest loyalty, and upholding the exceptional standards of Raffles The Palm.\nKEY ROLES & RESPONSIBILITIES\n1. Guest Engagement:\nServe as the primary point of contact for VIPs and regular guests, ensuring their needs and expectations are exceeded.\nActively engage with guests throughout the property, offering assistance, gathering feedback, and creating personalized experiences.Actioning any of the feedback received, record glitches and ensure full closure.\nAlert senior management\n\nAnticipate guest needs by utilizing guest history and preferences to deliver tailored service.\n2. Leadership and Presence:\nLead by example, demonstrating a professional and approachable demeanour at all times.\nBe visible during peak times, in the lobby, F&B outlets, Raffles Club, Recreation areas, at events, and any other key operational areas determined my management to enhance guest interaction.\nInternalise and embody the Raffles brand personality in every interaction: Charming, Graceful, Thoughtful, and Welcoming.\nConsistently execute the Top 5 Service Excellence pillars in every guest encounter: Look, Smile, Talk, Listen, and Thank.\nMentor and inspire the Guest Relations and Butlers team to embody the hotel’s standards and values.\nLiaises closely with Concierge and Raffles Club for Hotel events, special VIP requests or preparations\nSupervise the Guest Relations Supervisor/Officers and prepares the weekly duty rosters.\nChampion the 'We Are All Butlers' philosophy as a hotel-wide mindset; in partnership with the Hotel Manager and across all departmental leadership.\n3. Memorable Experiences:\nDevelop and implement unique guest touchpoints and personalized moments that leave lasting impressions.\nCollaborate with other departments to curate bespoke experiences that align with the property’s brand.\nChecks all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.\nrepeat guests, high paying guests, high profile guests and other VIP’s receive special recognition and service.\n4. Innovation and Change Management:\nProactively identify areas for improvement, propose innovative solutions, and lead the implementation of changes.\n5. Operational Excellence:\nOversee the smooth operation of the Guest Relations and Butlers team, ensuring efficiency and alignment with the property’s standards.\nManage guest feedback, resolving concerns promptly and effectively while ensuring long-term satisfaction.\nMonitor key performance indicators (KPIs) related to guest satisfaction and loyalty.\nEnsures lobby presence at all times\nKeeps the immediate manager fully informed of all problems or unusual matters of significance.\nMaintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently\nWork closely with the Butler Team to maximize the potential of both department’s\nHold mastery-level knowledge of all Butler Service SOPs to ensure they are understood and to evolve them.\nStay fully current on Raffles Brand Standards, LQA criteria and the global benchmarks that define ultra-luxury hospitality.\n6. Brand Ambassador:\nBuild strong relationships with repeat guests, influencers, and partners to foster advocacy for the hotel.\nProtect the integrity of the butler role, ensuring the team remains focused on the guest journey and free from dilution by tasks that belong to other departments.\n7. Additional Responsibilities:\nPerforms related duties and special projects assigned by Senior Management.\nBachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.\nMinimum of 5 years in a guest-facing leadership role within luxury hospitality.\nExperience in multicultural environments and working with high-profile clients.\nWORK ENVIRONMENT:\nHigh visibility and engagement in guest-facing areas.\nFlexibility to work evenings, weekends, and holidays as required by the operation.\nSKILLS AND ATTRIBUTES:\nExceptional interpersonal and communication skills.\nProactive, resourceful, and solutions-driven.\nCommercial awareness and self-starter.\nAble to exercise good judgment with challenging guests\nStrong leadership capabilities with the ability to inspire and motivate a team.\nDetail-oriented with a passion for creating unique guest experiences.\nOpen-minded and adaptable to change, with a forward-thinking mindset.\nExperience working in an ultra-luxury environment is a must.\nNeat, polished appearance. Articulate. A commanding yet warm and approachable presence.\nStrong written and verbal communications in English; additional languages are a plus\nAND ABOVE ALL\nEmbrace the Raffles brand promise and luxury in your role and in all your interactions.\nFoster an inclusive environment where every individual feels valued and respected\nCreate an environment where colleagues are empowered, supported and recognized\nAdditional Information\nEmployee Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.\nOur Values\nRespect:\nWe value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.\nExcellence:\nWe make genuine connections, and we cherish every opportunity to make the people around us feel special.\nBelonging:\nWe celebrate our differences. We support each other and we always stand together.\nEmpowerment:\nWe have authority to take initiative and anticipate moments that create unforgettable experiences.\nIntegrity:\nWe build trust through mutual respect and being authentic.\nDiversity & Inclusion\nRaffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.\nAt Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.","description_format":"text","description_chars":9094,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-10-27T12:08:19Z"}],"visa":[],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.695,"p_room":1,"age_days":1,"expected_fill_days":24,"reasons":["conf:1","stale_co","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/accor-guest-experience-manager-3","json_url":"https://alion.io/job/accor-guest-experience-manager-3.json","meta":{"generated_at":"2026-10-29T10:50:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16428,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8914},"rest":"https://alion.io/mcp/rest/get_company?id=8914"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faccor-guest-experience-manager-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faccor-guest-experience-manager-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faccor-guest-experience-manager-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/accor-guest-experience-manager-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faccor-guest-experience-manager-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3331165}},{"tool":"search_jobs","arguments":{"company":"accor.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3331165},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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