Guest Experience Manager

Accor’s Ennismore brand is hiring for a Guest Experience Manager at SLS Dubai Hotel and Residences, a luxury lifestyle five‑star property in the Accor family. The role sits within a renowned resort that blends distinctive design with curated guest experiences, part of a wider portfolio that emphasizes memorable stays.

SLS Dubai sits in Downtown Dubai and counts a total of 946 units, including 254 hotel rooms, 321 hotel apartments and 371 Branded Residences, spread across 75 floors. It’s widely regarded as a landmark in the area, with interiors by award‑winning designer Paul Bishop that aim to delight guests with a curious, high‑end aesthetic.

The Guest Experience Manager role is onsite in Dubai, AE, and is a strong fit for someone who loves shaping guest experiences at a luxury property, leading a team to deliver polished service and personalized touches that make stays memorable.

Day To Day Responsibilities Of The Guest Experience Manager

You welcome and engage guests on arrival, offering personalized guidance on hotel services, amenities, facilities, and local attractions to set the tone for a standout stay.

You handle and resolve guest complaints, concerns, and special requests promptly and professionally, ensuring every guest leaves with a positive impression.

You supervise and support the Guest Services team, helping maintain smooth daily operations and consistently high service standards.

You coach and train team members to sharpen communication, service delivery, and guest engagement skills, fostering teamwork and guest‑first thinking.

You monitor and analyze guest feedback from surveys, online reviews, and direct interactions to spot trends, recurring concerns, and opportunities for improvement.

You collaborate closely with Housekeeping, Maintenance, Food & Beverage and other departments to coordinate and resolve guest requests and operational issues efficiently.

You develop and implement guest experience initiatives, events, and personalized services, including special packages, customized greetings, and memorable guest touchpoints.

You oversee hotel management systems and guest service processes to ensure accurate and efficient check‑ins, check‑outs, reservations, requests, and guest records.

You manage guest communication and service recovery during emergencies or unexpected disruptions, keeping guests informed, reassured, and comfortable.

You promote relevant hotel services and facilities, including dining, spa, recreational experiences, and room upgrades, tailored to individual guest needs and preferences.

You train and coach team members on upselling and cross‑selling techniques while maintaining a guest‑focused approach.

You stay informed about hospitality industry trends, evolving guest expectations, and competitor offerings to identify opportunities to raise service standards.

You recommend and implement improvements to guest experience processes and services based on guest feedback, operational insights, and industry best practices.

Ideal Candidate For The Guest Experience Manager

• Previous experience in a customer service role, preferably within the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to guest satisfaction.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in relevant computer applications and hotel management systems.
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast paced environment and have a high level attention to detail
• Strong verbal and written communication skills in English
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork

Nice-to-haves: none listed.

Tips To Support Your Application For This Role

Lead with your guest‑experience leadership. Put a concise summary at the top of your resume that highlights your track record coaching Guest Services teams, resolving issues, and delivering memorable experiences in a hospitality setting.

Show how you prove the must‑have skills. Include concrete examples of calm, proactive problem solving, strong communication, and cross‑department collaboration, backed by outcomes or metrics where you can.

Be ready to discuss real scenarios in interviews. Prepare to talk through a time you handled a guest complaint, implemented an initiative to improve satisfaction, or led upsell efforts that benefited the guest while supporting the business.

Ask a targeted question about the role’s impact. For example, inquire how current guest experience initiatives are measured and how success is defined, and how collaboration with Housekeeping, Maintenance, and F&B typically works to turn feedback into action.