Guest Engagement Manager

DAMAC Properties

Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements

Seek verbal feedback from our leading stars on a regular basis and respond to all Guest queries in a timely and efficient manner

Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations

Manage, record and resolve promptly Guest complaints

Manage the amenity process in collaboration with Culinary, F&B and Housekeeping team

Ensure all VIP rooms and suites are cross checked in terms of cleanliness, technical issues and amenities prior to check in

Ensure a very high level of customer service is constantly maintained for Reception and Lobby area

Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate

Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest

Maintain good communication and work relationships in all hotel areas

Maintain staffing levels to meet business demands

Attend all operational meetings

Comply with hotel security, fire regulations and all health and safety legislation

Act in accordance with policies and procedures when working with front of house equipment and property management systems

Assist with other departments, as necessary