{"id":3698694,"url":"https://alion.io/job/accor-guest-experience-manager-4","title":"Guest Experience Manager","company":{"id":8914,"name":"Accor","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":76,"open_postings":67,"ghost_share":0,"stale_share":0.97,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Hospitality","role_family":"Hospitality","seniority":"middle","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":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-03T15:01:30Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-08T07:17:30Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Ennismore, the fastest-growing lifestyle and leisure hospitality company, is bringing the iconic Delano brand to the UAE for the first time. When Delano South Beach arrived on the Miami scene in 1995, it introduced an entirely fresh take on 5-star luxury and marked the inception of lifestyle hospitality. Delano was celebrated for its blend of timeless elegance, modern design, and vibrant energy; it became the social hub, bringing together the who’s who of the fashion and entertainment world. Guided by the same principles that propelled the original Delano to icon status, Delano Dubai will usher in a new era of sophisticated style and elevated service to the UAE.\nLocated on the pristine shores of Bluewaters Island, the Delano Dubai resort will boast an array of luxury rooms and suites, four exceptional culinary and mixology experiences, an ocean front swimming pool and a wellness studio.\n Summary\nThe Guest Experience Manager is responsible for ensuring that every guest enjoys a memorable and exceptional experience during their stay. This role focuses on enhancing guest satisfaction by proactively anticipating guest needs, resolving issues, and leading efforts to exceed guest expectations. The Guest Experience Manager works closely with various hotel departments to deliver personalized, high-quality services that enhance the overall guest journey from check-in to check-out.\nResponsibilities \nGuest Experience Management:\nMonitor and evaluate guest feedback through surveys, reviews, and direct interaction to identify areas of improvement.\nEnsure that guest expectations are met or exceeded by creating personalized, memorable experiences.\nActively address guest concerns, requests, and complaints in a timely and professional manner to maintain satisfaction.\nDevelop personalized itineraries and unique guest experiences based on preferences and special occasions.\nTeam Leadership & Training:\nSupervise and guide the Guest Experience team, providing direction, motivation, and support to ensure high levels of performance.\nConduct regular training sessions for team member on hospitality standards, customer service, and handling special guest requests.\nEmpower team members to provide top-tier service by promoting a culture of excellence and attention to detail.\nGuest Interaction:\nAct as a point of contact for VIP and repeat guests to ensure their needs are anticipated and met.\nEnsure personalized, warm, and engaging guest interactions, from check-in to check-out, to create a lasting positive impression.\nAnticipate the needs of guests, and customize services to meet individual preferences.\nCollaboration with Hotel Departments:\nCoordinate with Front Office, Housekeeping, Food & Beverage, and other departments to deliver a seamless and cohesive guest experience.\nWork closely with the Concierge team to offer personalized recommendations for dining, entertainment, and local attractions.\nEnsure smooth communication between departments to quickly address any issues or special requests.\nGuest Loyalty & Retention:\nDevelop and implement programs to increase guest loyalty, such as reward schemes, special offers, and memorable experiences for repeat visitors.\nTrack guest preferences, feedback, and patterns to anticipate future needs and improve service delivery.\nCultivate relationships with frequent guests to encourage return visits and enhance long-term customer loyalty.\nProblem Resolution:\nHandle guest complaints, concerns, or issues with empathy and professionalism, aiming to resolve problems swiftly and to the guest’s satisfaction.\nProactively identify any potential issues or disruptions to the guest experience and work to address them before they impact the guest.\nQuality Control & Standard Enforcement:\nConduct regular inspections of guest rooms and common areas to ensure cleanliness, quality, and presentation standards are upheld.\nImplement quality control measures to maintain the hotel’s reputation for luxury and excellence.\nMonitor service levels throughout the hotel and ensure that the guest experience is consistent across all touchpoints.\nGuest Feedback & Reporting:\nCollect, analyze, and respond to guest feedback, both positive and negative, to continuously improve the guest experience.\nProvide reports to management on guest satisfaction levels, trends, and opportunities for improvement.\nInnovation & Continuous Improvement:\nStay current on industry trends, guest preferences, and emerging technologies that can improve the guest experience.\nIntroduce new guest experience programs, services, or offerings to keep the hotel competitive and enhance satisfaction.\nAdditional Responsibilities:\nPerform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property.\nPeople & Culture\nEmployee Relations\nFoster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations. \nWork alongside with the People & Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Heartist.\nRecruitment\nHire new Heartists in conjunction with the People & Culture Leader through INES.\nUse the interview guides provided and Talent Meter to gain further information on any potential candidate.\nEmployee Engagement and Communications\nStrive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals. Ensure the consistent delivery of business and associate information with transparency so that each Heartist understands how they contribute to the company’s success. This will include working on the Employee Engagement Survey (EES) and People & Culture Audit. Ensure the EES Champions for the hotel/departmental action plans in order to increase Heartist engagement and improve EES scores year on year.\nRepresent the organization as an exemplary ambassador the Accor All Inclusive - Heartist Service Culture.\nLabour Turnover to be closely monitored and proactive actions taken with regards to trends and suggestions to People & Culture leader as well as Hotel Manager/General Manager.\nLearning & Talent Development & Performance Management\nEnsure bi-annual Talent Review process is conducted and associated documentation maintained to the required standard.\nFacilitate the performance management cycle from probation reviews, annual performance reviews, development plans as well as on the job training.\nEnsure Departments have adequate Departmental trainers, and these are well utilised.\nFor all supervisory positions have a transparent development programme in place in conjunction with the Talent & Culture leader as well as Learning & Development.\nDevelopment of direct reports to give them ongoing feedback and development.\nContributes to the morale and team spirit of the hotel by maintaining effective relationships with colleagues.\nPerforms additional duties as directed by supervisors.\nMakes appropriate suggestions and recommendations to supervisors for the general improvement of the hotel.\nIs fully conversant with all health and safety, fire and emergency procedures.\nMaintains a high standard of personal hygiene, dress, uniform, and body language.\nIs polite and professional in any situation where the image or regulation of the hotel is represented.\nAttends meetings and training as required by supervisors.\nEnsures that all activities are carried out honestly, ethically, and within the parameters of local Law.\nInteracts with guests actively soliciting feedback.\nFinance\nThe activities and contribution of the role will impact the performance of the hotel. \nAct on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate.\nExercise sound judgment and integrity at all times to ensure confidentiality of protected information.\nBe fiscally competent in budgeting, forecasting including the commentary that goes with the documents/meetings.\nDemonstrate full awareness of departmental budget/P&L and work towards achieving it by minimizing expenses and maximizing room revenue.\nThis role demands strategic thinking, strong leadership, and a focus on delivering exceptional guest experiences while maximizing revenue and profitability.\nAbilities/Key Competencies/Skills\nAlongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.\nLeading Myself\nPositive Orientation\nOperational Decision Making\nSelf-Development & Management\nLeading Others\nDeveloping an Empowered Team\nLeading an Engaged and Diverse Team\nCommunication\nLeading the Business\nAdvocating Guest Passion\nBusiness Planning and Analysis\nBusiness Improvement and Change\n Experience\nExperience: A minimum of 3-5 years of experience in hospitality or guest services, with at least 2 years in a management or supervisory role.\nEducation: A bachelor’s degree in Hospitality Management, Business, or a related field is preferred.\nSkills & Attributes:\nStrong leadership, interpersonal, and communication skills.\nExcellent problem-solving and conflict resolution abilities.\nAbility to anticipate and address guest needs proactively.\nAttention to detail with a strong focus on customer service and satisfaction.\nProficiency in hotel management software and Microsoft Office Suite.\nMultitasking ability and a calm demeanour in high-pressure situations.\nLanguage:\nExcellent reading, writing and oral proficiency in English language.\nAbility to speak other languages and basic understanding of local languages will be an advantage.\nThese qualifications and attributes are crucial for excelling in the role, ensuring effective leadership, operational excellence, and outstanding guest experiences.\n Why Join Us:\nWe are dedicated to fostering your growth and success every step of the way. We understand the importance of providing you with the support, training, and leadership necessary to excel in your role. That's why we offer comprehensive training and development programs tailored to sharpen your skills and elevate your expertise in the luxury hospitality sector. Your journey with us is not just about achieving your goals but also about continuously refining your capabilities and making meaningful contributions to our shared success","description_format":"text","description_chars":10626,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-11-03T18:47:55Z"}],"visa":[],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.695,"p_room":1,"age_days":4,"expected_fill_days":26,"reasons":["conf:2","stale_co","wave","velocity","win:early","comp:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/accor-guest-experience-manager-4","json_url":"https://alion.io/job/accor-guest-experience-manager-4.json","meta":{"generated_at":"2026-11-08T07:49:15Z","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":17014,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"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-4"},{"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-4"},{"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-4"},{"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-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faccor-guest-experience-manager-4"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3698694}},{"tool":"search_jobs","arguments":{"company":"accor.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3698694},"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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