Job description / Role Job Type
Full Time Job Location
Dubai, UAE Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
General Management Company Industry
Travel, Hotel & Tourism Company description

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.

Purpose of position

As the Director of Guest Experience, you will be responsible for shaping and overseeing the entire guest journey, ensuring each interaction is seamless, intuitive, and emotionally engaging. Leading the Guest Relations and Raffles Club teams, you will manage guest expectations with expertise, resolve concerns promptly, and collaborate across departments to deliver the highest standards of luxury service.

Key roles & responsibilities

Guest satisfaction & service excellence:

Act as a Raffles Curator, embodying the brand's legacy through storytelling, thoughtful gestures, and meaningful guest connections. Lead, coach, and inspire the Guest Relations and Raffles Club teams to consistently deliver discreet, intuitive, and personalized service tailored to individual guest preferences. Ensure that every aspect of the guest journey from pre-arrival to departure is seamless, emotionally engaging, and aligned with the highest standards (LQA criteria). Design and implement strategies to tailor bespoke experiences for guests, from personalized welcome amenities to special arrangements and unique moments. Maintain an active presence in the lobby, guest areas, and Raffles Club to personally connect with guests and offer support. Monitor GSS and feedback from all channels on Trust You (guest surveys, online reviews, in-person feedback), using insights to drive continuous improvement. Take full ownership of service recovery, transforming challenges into loyalty-building opportunities through prompt and empathetic resolution. Elevate guest recognition programs, ensuring repeat guests feel genuinely remembered and deeply valued. Review arrival lists to ensure VIP room allocations, amenities, and special requests are handled properly. Ensure that special requests and alerts or traces to respective departments are addressed in a timely manner. Prepare and ensure timely placement of welcome letters and amenities for guests in coordination with the Butler team. Promote hotel facilities and services, encouraging inter-hotel sales and enhancing the overall guest experience. Liaise with Culinary, Housekeeping, F&B, Engineering, and Concierge to coordinate VIP arrangements and bespoke services. Participate in regular team briefings and meetings to ensure smooth communication and operations across departments. Review and refine in-room guest experience standards, ensuring personalization, attention to detail, and consistency across touchpoints. Work closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. Pre-research guests' profiles, status, and required information in order to personalize their stay and reach out to sister properties where relevant. Conduct regular inspections of arrival rooms and suites to ensure they meet the highest standards of comfort, cleanliness, and service readiness. Ensure that guests' preferences and relevant information are updated in Opera.

Raffles Club:

Ensure that food and beverage presentation, service rituals, and guest interaction reflect refined hospitality. Personally engage with Raffles Club guests, gather feedback, and build emotional connection to enhance brand loyalty. Collaborate with Culinary and F&B teams to enhance the Raffles Club offerings and elevate the overall experience.

Leadership & talent development:

Prepare induction programs for new team members to ensure smooth onboarding. Foster a culture of emotional intelligence, storytelling, and attention to detail across Guest Experience functions. Conduct regular training, performance evaluations, and coaching to uphold service excellence. Promote internal recognition and celebrate service excellence to enhance morale and engagement. Conduct regular performance reviews, development conversations, and succession planning for the department.

Operations, financials & compliance:

Work closely with the Director of Rooms to prepare and manage the department's annual budget, aligning service delivery with financial goals. Monitor operating expenses and labor costs, ensuring efficiency without compromising service standards. Uphold all hotel policies related to credit, security, health and safety, and emergency procedures. Drive service innovations and participate in strategic planning for the Rooms Division and overall guest experience. Ensure compliance with brand standards and audit requirements, proactively addressing gaps and opportunities. Perform additional duties and special projects as assigned to improve guest experience and service quality. Qualifications

Personal attributes:

Inspiring leader with excellent emotional intelligence and communication skills. Strong operational acumen and attention to detail. High level of discretion and integrity in handling VIP and sensitive guest matters. Calm and confident in high-pressure, guest-facing situations. Sophisticated understanding of luxury guest expectations.

Qualifications:

Degree from School for Tourism & Hotel Management.

Experience:

Minimum 7 years' relevant experience with at least 3 years in a managerial role. About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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