Guest Communications Manager

Nestled in the city’s heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai’s skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it’s not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

The Guest Communication Manager will provide supervision, delegation, support and leadership in the Telecommunications in accordance with the objectives, performance and quality standards established by the Hotel.

Key Responsibilities:

• Oversee all aspects of guest communications to ensure timely and personalized responses to enquiries, requests and feedback
• Develop, improve and/or implement strategies to enhance guest satisfaction through effective communication channels such as phone and email
• Perform regular audits to monitor and evaluate guest communications to maintain consistency on delivery of high service standards
• Lead and inspire a team to deliver exceptional service and uphold MO standards of excellence, through training, mentoring, and performance management
• Foster a culture of professionalism, collaboration, creativity and continuous improvement among the team
• Collaborate and work closely with front office, concierge and other department to ensure seamless guest experience
• Cultivate relationships with guests, suppliers, stakeholders and industry partners to enhance the Hotel reputation and visibility

Qualifications and Requirements:

• Minimum 3 years’ experience working in luxury hotel environment, with at least 3 years experience in Front Office operations. Middle East experience and hotel pre-opening experience is an advantage.
• With High School Diploma or equivalent. Bachelor’s degree in hospitality management or related field is preferred.
• Good knowledge of HotSOS, Opera, HMS and Guest messaging software
• Strong interpersonal and communication skills, with the ability to interact effectively with guests, colleagues, and stakeholders at all levels.
• Exceptional communication skills, with fluency in English and the ability to connect with guests from diverse backgrounds. Fluency in Arabic is a definite advantage.
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• With a proven track record of delivering exceptional guest service and resolving issues quickly and effectively
• Exceptional leadership skills with the ability to inspire and motivate a diverse team
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays, as required by business needs