The First Group
Director of Guest Experience
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Report job as expired
Job expiry date: 05/07/2025
Job overview
Date posted
21/05/2025
Location
Dubai, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Experience
5 - 10 yrs
Seniority
Director
Qualification
Bachelors degree
Expiration date
05/07/2025
Job description
As the Director of Guest Experience at Ciel Dubai Marina, Vignette Collection, you will orchestrate the entire guest journeyâfrom pre-arrival to post-departureâensuring memorable and emotionally resonant experiences that align with the brandâs luxury positioning. You will oversee key teams such as Guest Relations, Concierge, VIP Services, and Ciel Connect to champion thoughtful service and guest-centricity. Your leadership will focus on touchpoint enhancement, loyalty engagement, VIP handling, and the creation of signature moments. Youâll drive performance standards aligned with LQA, Forbes, and brand excellence, and foster a culture of empowerment, innovation, and emotional intelligence within your team.
Required skills
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, ensuring seamless service and heartfelt engagement
- 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
- Work closely with Front Office, F&B, Housekeeping, and Spa to deliver a cohesive and anticipatory guest experience
- Foster a service culture built on empathy, empowerment, and excellence
- Introduce creative enhancements and signature experiences unique to Ciel
- Monitor guest satisfaction through platforms like TrustYou, Medallia, or ReviewPro
- Analyze feedback trends and drive service recovery efforts, ensuring root cause resolutions
- Coordinate and lead internal Guest Experience Committee meetings
- Ensure all team members are trained on LQA, Forbes, and brand-specific standards
- Conduct mystery audits, role plays, and real-time coaching to reinforce service behaviors
- Partner with L&D to create experience-led learning programs
Experience & skills
- Minimum 6â8 years of guest relations or guest experience leadership in luxury hospitality
- Degree/diploma in Hospitality Management or related field
- Proven 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
- Fluent in English; other languages are a plus
- Experience with Opera Cloud, CRM platforms, and guest feedback systems
