Director of Guest Experience

Company DescriptionAn architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.Job DescriptionPURPOSE OF POSITIONAs the Director of Guest Experience, you will be responsible for shaping and overseeing the entire guest journey, ensuring each interaction is seamless, intuitive, and emotionally engaging. Leading the Guest Relations and Raffles Club teams, you will manage guest expectations with expertise, resolve concerns promptly, and collaborate across departments to deliver the highest standards of luxury serviceKey Roles & ResponsibilitiesGuest Satisfaction & Service Excellence: Act as a Raffles Curator, embodying the brand's legacy through storytelling, thoughtful gestures, and meaningful guest connectionsLead, coach, and inspire the Guest Relations and Raffles Club teams to consistently deliver discreet, intuitive, and personalized service tailored to individual guest preferencesEnsure that every aspect of the guest journey from pre-arrival to departure is seamless, emotionally engaging, and aligned with the highest standards (LQA criteria)Design and implement strategies to tailor bespoke experiences for guests, from personalized welcome amenities to special arrangements and unique momentsMaintain an active presence in the lobby, guest areas, and Raffles Club to personally connect with guests and offer supportMonitor GSS and feedback from all channels on Trust You (guest surveys, online reviews, in-person feedback), using insights to drive continuous improvementTake full ownership of service recovery, transforming challenges into loyalty-building opportunities through prompt and empathetic resolutionElevate guest recognition programs, ensuring repeat guests feel genuinely remembered, deeply valuedReview arrival lists to ensure VIP room allocations, amenities, and special requests are handled properlyEnsures that special requests and alerts or traces to respective department is being addressed in a timely mannerPrepare and ensure timely placement of welcome letters and amenities for guests in coordination with the Butler teamPromote hotel facilities and services, encouraging inter-hotel sales and enhancing the overall guest experienceLiaise with Culinary, Housekeeping, F&B, Engineering, and Concierge to coordinate VIP arrangements and bespoke servicesParticipate in regular team briefing & meetings to ensure smooth communication and operations across departmentsReview and refine in-room guest experience standards, ensuring personalization, attention to detail, and consistency across touchpointsWork closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guestsPre- research guests’ profiles, status and required information in order to personalize their stay & reach out to sister properties where relevantConduct regular inspections of arrival rooms and suites to ensure they meet the highest standards of comfort, cleanliness, and service readinessEnsures that guest’s preference and relevant information are updated in OperaRaffles ClubEnsure that food & beverage presentation, service rituals, and guest interaction reflect refined hospitalityPersonally engage with Raffles Club guests, gather feedback, and build emotional connection to enhance brand loyaltyCollaborate with Culinary and F&B teams to enhance the Raffles Club offerings and elevate the overall experienceLeadership & Talent DevelopmentPrepare induction programs for new team members to ensure smooth onboardingFoster a culture of emotional intelligence, storytelling, and attention to detail across Guest Experience functionsConduct regular training, performance evaluations, and coaching to uphold service excellencePromote internal recognition and celebrate service excellence to enhance morale and engagementConduct regular performance reviews, development conversations, and succession planning for the departmentOperations, Financials & ComplianceWork closely with the Director of Rooms to prepare and manage the department’s annual budget, aligning service delivery with financial goalsMonitor operating expenses and labor costs, ensuring efficiency without compromising service standardsUphold all hotel policies related to credit, security, health and safety, and emergency proceduresDrive service innovations and participate in strategic planning for the Rooms Division and overall guest experienceEnsure compliance with brand standards and audit requirements, proactively addressing gaps and opportunitiesPerform additional duties and special projects as assigned to improve guest experience and service qualityQualificationsPERSONAL ATTRIBUTESInspiring leader with excellent emotional intelligence and communication skillsStrong operational acumen and attention to detailHigh level of discretion and integrity in handling VIP and sensitive guest mattersCalm and confident in high-pressure, guest-facing situationsSophisticated understanding of luxury guest expectationsQualificationsDegree from School for Tourism & Hotel ManagementExperienceMinimum 7 years’ relevant experience with at least 3 years in a managerial roleAdditional InformationRaffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates