Guest Experience Manager/Duty Manager – The St. Regis Saadiyat Island Resort – Abu Dhabi


Job Number 20014591
Job Category Rooms and Guest Services Operations
Location The St. Regis Saadiyat Island Resort| Abu Dhabi| Saadiyat
Island| Abu Dhabi| United Arab Emirates| United Arab Emirates
Brand St. Regis Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
The iconic St. Regis brand extends its legacy to Abu Dhabi| United Arab
Emirates with The St. Regis Saadiyat Island Resort| Abu Dhabi created by
thoughtful Mediterranean architecture and a contemporary interior design. The
award-winning resort is the city’s true beachfront leisure address located
just 20 minutes from Abu Dhabi International Airport and 10 minutes from the
city’s bustling downtown. Our accommodations overlook a pristine beach on the
cerulean Arabian Gulf.


Position Summary:

Serves as the property Manager on Duty and oversees all property operations| ensuring that the highest levels of hospitality and service are provided.

Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby.

Serves as Guest Relations Manager and handles the tracking of service issues.

Leading Guest Services Teams

Utilizes interpersonal and communication skills to lead| influence| and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust| respect| and cooperation among team members.

Serves as a role model to demonstrate appropriate behaviours.

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees| absence.

Celebrates successes and publicly recognizes the contributions of team members.

Establishes and maintains open| collaborative relationships with employees and ensures employees do the same within the team.

Maintaining Guest Services and Front Desk Goals

Develops specific goals and plans to prioritize| organize| and accomplish your work.

Handles complaints| settling disputes| and resolving grievances and conflicts| or otherwise negotiating with others.

Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained| guest satisfaction is achieved| and employee well-being is preserved.

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations| recognizes performance| and produces desired results.

Comprehends budgets| operating statements and payroll progress reports as needed to assist in the financial management areas of department.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs| providing guidance| feedback| and individual coaching when needed.

Manages day-to-day operations| ensuring the quality| standards and meeting the expectations of the customers on a daily basis.

Serves as a leader in displaying outstanding hospitality skills.

Sets a positive example for guest relations.

Responds to and handles guest problems and complaints.

Empowers employees to provide excellent customer service.

Observes service behaviours of employees and provides feedback to individuals.

Strives to improve service performance.

Provides immediate assistance to guests as requested.

Ensures employees understand customer service expectations and parameters.

Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Implementing Projects and Policies

Implements the customer recognition/service program| communicating and ensuring the process.

Ensures property policies are administered fairly and consistently| disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.

Manages payroll administration.