Job Description
Join our award-winning luxury resort in Dubai Marina as we redefine hospitality excellence. As Guest Experience Director, you'll orchestrate unforgettable journeys for discerning travelers, blending Arabian hospitality with world-class service innovation. Lead a dynamic team to create personalized guest experiences that transform stays into lifelong memories while driving operational excellence and revenue growth.
Responsibilities
- Design and implement bespoke guest experience programs exceeding luxury industry standards
- Train and mentor 50+ staff members in advanced service protocols and cultural intelligence
- Analyze guest feedback data to drive service improvements and loyalty initiatives
- Collaborate with F&B and Concierge teams to create seamless multi-departmental experiences
- Oversee VIP guest operations including celebrity and diplomatic clientele management
- Develop digital guest engagement strategies using CRM and property management systems
- Drive revenue through upselling premium experiences and room category upgrades
Qualifications
- Minimum 8 years in luxury hospitality with 3+ years in senior guest experience leadership
- Proven track record of exceeding guest satisfaction metrics (NPS >95)
- Fluency in English and Arabic; additional European languages highly valued
- Advanced certification from luxury hospitality institutes (e.g., Les Roches, Ecole Hôtelière)
- Expertise in CRM systems (Opera, Oracle) and guest analytics platforms
- Strong budget management experience with $2M+ annual operational spend
- Valid UAE work visa and eligibility to work in the UAE