GUEST EXPERIENCE MANAGER

About this opportunity

Company Description Raffles Hotels & Resorts The 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. About Raffles The Palm Opened 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. More 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. Job Description We 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. At 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. KEY ROLES & RESPONSIBILITIES 1. Guest Engagement: Serve as the primary point of contact for VIPs and regular guests, ensuring their needs and expectations are exceeded. Actively 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. Alert senior management Anticipate guest needs by utilizing guest history and preferences to deliver tailored service. 2. Leadership and Presence: Lead by example, demonstrating a professional and approachable demeanour at all times. Be 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. Internalise and embody the Raffles brand personality in every interaction: Charming, Graceful, Thoughtful, and Welcoming. Consistently execute the Top 5 Service Excellence pillars in every guest encounter: Look, Smile, Talk, Listen, and Thank. Mentor and inspire the Guest Relations and Butlers team to embody the hotel s standards and values. Liaises closely with Concierge and Raffles Club for Hotel events, special VIP requests or preparations Supervise the Guest Relations Supervisor/Officers and prepares the weekly duty rosters. Champion the 'We Are All Butlers' philosophy as a hotel-wide mindset; in partnership with the Hotel Manager and across all departmental leadership. 3. Memorable Experiences: Develop and implement unique guest touchpoints and personalized moments that leave lasting impressions. Collaborate with other departments to curate bespoke experiences that align with the property s brand. Checks all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained. repeat guests, high paying guests, high profile guests and other VIP s receive special recognition and service. 4. Innovation and Change Management: Proactively identify areas for improvement, propose innovative solutions, and lead the implementation of changes. Qualifications Bachelor s degree in Hospitality Management, Business Administration, or a related field preferred. Minimum of 5 years in a guest-facing leadership role within luxury hospitality. Experience in multicultural environments and working with high-profile clients. WORK ENVIRONMENT: High visibility and engagement in guest-facing areas. Flexibility to work evenings, weekends, and holidays as required by the operation.