Job Information
Dubai Holding Guest Services Manager - Concierge - Jumeirah Marsa Al Arab in United States
Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different™ brand promise. Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated signature dining destinations and surprising architecture and design at the heart of every guest experience. Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia and employs over 9,000 colleagues, representing over 120 nationalities. As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments. Jumeirah is committed to embedding equality, diversity, and inclusion in all its practices, embracing a culture that celebrates diversity.
Jumeirah Group’s newest resort Jumeirah Marsa Al Arab will lead a new generation of Group’s ultra-luxury portfolio. Nestled at the tip of a peninsula at the heart of Dubai’s largest private beach, with design influences of a futuristic superyacht, Jumeirah Marsa Al Arab will feature 303 rooms, 84 suites, and 82 serviced residences set amid private landscaped gardens. It encompasses specially integrated wellness and leisure destinations and an impressive line-up of signature restaurants, including a new concept comprising 4 restaurants in 1. With all rooms offering a panoramic vista over the Arabian Sea, this statement property will mark a new epoch for Jumeirah Group.
About the Job:
An opportunity has arisen for a Guest Services Manager to join our Concierge Team at Jumeirah Marsa Al Arab. The main duties and responsibilities of this role:
Oversee the operation of luggage and parcel deliveries during check-in, check-out, and throughout the guests' stay, ensuring timely handling in accordance with brand standards.
Ensure that long-term storage items are correctly documented, recorded, and accounted for, maintaining organized and impeccable storage rooms.
Ensure all guests and visitors are escorted to their rooms or outlet venues, providing a warm welcome and maintaining brand standards.
Coordinate with the front desk and concierge to facilitate seamless guest arrivals and departures.
Maintain the driveway, porte cochere, and all guest-facing areas related to guest services in impeccable condition, ensuring a positive first impression.
Ensure that concierge and guest services storage rooms are organized and in excellent condition.
Coordinate with the concierge and transportation management to ensure flawless execution of services related to the driveway and porte cochere guest experience.
Liaise with security management to address any risks or suspicious activities promptly and effectively.
Use HotSOS to dispatch requests and jobs to the appropriate departmental colleagues, ensuring timely delivery and follow-up.
Ensure compliance with all E Butler and E-Concierge related targets and requests, handling them within the standard time frame.
Maintain up-to-date knowledge of hotel and area events and activities to provide accurate and prompt information to guests.
Handle guest complaints and resolve problems efficiently, communicating unresolved issues to the Manager on Duty.
Support the front of house operation as needed, addressing all issues and situations to the Head Concierge.
Respond calmly and effectively to emergency situations, following hotel guidelines.
Ensure all colleagues are aware of and comply with the hotel’s fire, safety, and emergency procedures.
Create an organized and cooperative work environment by completing shift checklists and following through on responsibilities.
Identify process problems and deficient areas, suggesting solutions for permanent fixes.
Assist in preparing the departmental business plan and review financial results monthly.
Ensure departmental SOPs, policies, and systems are up-to-date, both locally and globally.
About you:
The ideal candidate for this position will have the following experience and qualifications:
Previous 5 Star Luxury Hospitality experience in a managerial role
Prior work experience in Front of House, ideally in a Luggage Master / Bell supervisory role
Excellent technical and communication skills, both in person and by telephone.
Knowledge of Opera Version 5 and/or Opera Cloud (Level of expertise – Advance
About the Benefits:
We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package including dental coverage, life insurance, incentive programs, and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.