The First Group
Director of Guest Experience
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Report job as expired
Job expiry date: 30/06/2025
Job overview
Date posted
16/05/2025
Location
Dubai, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Experience
5 - 10 yrs
Seniority
Director
Qualification
Bachelors degree
Expiration date
30/06/2025
Job description
As the Director of Guest Experience at Ciel Dubai Marina, part of IHGâs Vignette Collection, you will curate unforgettable guest journeys within the worldâs tallest hotel. This luxury hospitality role involves leading and inspiring the Guest Relations, Ciel Connect, Concierge, and VIP Services teams to deliver exceptional and emotionally resonant experiences. The position plays a key part in aligning the hotelâs iconic status with world-class guest service, ensuring all guest touchpoints reflect excellence, elegance, and empathy.
Required skills
guest experience management
luxury hospitality
VIP guest handling
concierge services
guest relations leadership
customer feedback analysis
service design
LQA standards
Forbes standards
Opera Cloud
CRM systems
TrustYou
Medallia
ReviewPro
team coaching
cross-department coordination
emotional intelligence
mystery audits
service recovery
hospitality training
Key responsibilities
- Design and elevate every stage of the guest experienceâfrom pre-arrival communication to post-departure follow-ups
- Oversee the handling of VIP guests, special occasions, and loyalty members to ensure seamless and heartfelt service
- Monitor and enhance guest touchpoints, ambiance, and service rituals throughout the property
- Lead and inspire a high-performing Guest Experience team, including Guest Relations Managers, Concierge, and Ciel Connect
- Collaborate with departments such as Front Office, F&B, Housekeeping, and Spa to deliver a cohesive guest experience
- Foster a culture of empathy, empowerment, and service excellence
- Introduce creative enhancements and signature experiences unique to the Ciel brand
- Monitor guest satisfaction through platforms such as TrustYou, Medallia, or ReviewPro
- Analyze guest feedback trends and drive service recovery efforts with root cause resolutions
- Lead internal Guest Experience Committee meetings
- Ensure team training aligns with LQA, Forbes, and brand-specific standards
- Conduct mystery audits, real-time coaching, and role plays to reinforce service behaviors
- Collaborate with L&D to create guest experience-led learning programs
Experience & skills
- Minimum 6â8 years of experience in guest relations or guest experience leadership within luxury hospitality
- Degree or diploma in Hospitality Management or a related field
- Demonstrated ability to lead guest-centric teams and drive emotional engagement
- Deep understanding of luxury service standards, VIP protocols, and cultural sensitivity
- Strong communication, emotional intelligence, and problem-solving skills
- Fluency in English; additional languages are a plus
- Experience with Opera Cloud, CRM platforms, and guest feedback systems such as TrustYou, Medallia, or ReviewPro
