GEM Manager
IHG Hotels & Resorts
Employer Active
Posted on 30 Dec
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Job Details
Country: UAE
City: Dubai
Industry: Hospitality and Tourism
Function: Customer Service
Job Type: Full-time
Key Responsibilities
- Oversee the full operation of the Guest Experience department to ensure exceptional service delivery
- Maintain comprehensive knowledge of all hotel facilities, services, room types, and policies
- Manage guest history and profile systems to support personalized service and experience enhancement
- Partner with all resort departments to ensure guest needs are anticipated and fulfilled
- Ensure strict implementation of all policies, procedures, and guest-service best practices
- Support the Director of Operations in improving guest engagement and experiential touchpoints
- Uphold legal, financial, safety, and documentation requirements across Guest Experience activities
- Monitor service quality, communication flow, and departmental efficiency
- Ensure guest issues are resolved promptly while maintaining Six Senses service and wellness standards
Skills Set
- Guest relations leadership
- Cross-department coordination
- Profile and history management
- Luxury service standards
- Problem resolution
- Team training and mentoring
- Operational reporting and compliance
- Communication and guest personalization
Why Join Us
- Be part of a globally renowned wellness-driven luxury brand
- Work in an inspiring environment that values innovation, sustainability, and emotional hospitality
- Gain opportunities for professional development within Six Senses' international portfolio
Desired Candidate Profile
Ideal Profile
- Diploma with three years of luxury hotel experience in Guest Services or Front Office
- Bachelor s degree in Hotel Management, Business Administration, or related field preferred
- Proven background in luxury guest experience operations
- Excellent communication and interpersonal skills
- Strong operational awareness, decision-making capability, and leadership aptitude
- Ability to build positive rapport with guests and internal teams
- Fluency in English; additional languages are an advantage
Company Industry
Department / Functional Area
Keywords
- GEM Manager
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IHG Hotels & Resorts
About the Company Six Senses The Palm Dubai is a leading luxury wellness resort recognized for its sustainability, crafted guest experiences, and exceptional hospitality. The Guest Experience team plays a central role in creating meaningful, personalized journeys for every guest.