Assistant Guest Experience Manager; Russian​/German Speaker

Assistant Guest Experience Manager (Russian/German Speaker) (19952)

We are seeking an enthusiastic Assistant Guest Experience Manager to join our Rooms Division team at One&Only The Palm Resort in Dubai. This role allows you to play an integral part in creating exceptional, personalised guest experiences across all resort touchpoints.

• Support the management of guest experience operations across all resort touchpoints, ensuring a seamless journey from arrival to departure.
• Act as a key point of contact for guests, handling inquiries, special requests, and resolving concerns promptly and professionally.
• Assist in driving service excellence by maintaining and continuously improving guest satisfaction and service standards.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure cohesive and personalized guest experience.
• Monitor guest feedback, identify trends, and implement corrective and preventive actions to enhance service delivery.
• Lead by example, promoting a culture of hospitality, professionalism, and guest‑centric service among team members.
• Conduct regular briefings and support team training to align with brand standards and service expectations.
• Ensure compliance with company policies, operational procedures, and quality standards.
• Assist in implementing guest engagement initiatives, loyalty programs, and brand experience strategies.
• Maintain accurate records of guest preferences, feedback, and service recovery actions.
• Support operational reporting, handovers, and communication across shifts.
• Proactively engage with guests throughout their stay to build rapport, anticipate needs, and create personalized experiences.
• Oversee the pre‑arrival process, ensuring guest preferences, special occasions, and VIP arrangements are accurately prepared and executed.
• Monitor guest journey touchpoints to identify opportunities for enhancement and ensure consistency across all experiences.
• Collaborate closely with Concierge, Butler Services, and Guest Relations to curate bespoke experiences for guests.
• Ensure all guest interactions are handled with discretion, professionalism, and a high level of emotional intelligence.
• Support service recovery strategies by turning guest concerns into positive experiences and strengthening guest loyalty.
• Conduct quality audits and spot checks across departments to ensure adherence to brand and service standards.
• Assist in the planning and execution of special events, activations, and in‑resort guest engagement initiatives.
• Support the management of online reputation by ensuring timely responses to guest reviews and feedback.
• Drive upselling and cross‑selling opportunities in a natural and guest‑centric manner to enhance the guest experience.
• Ensure seamless coordination of arrivals and departures, particularly for VIPs, repeat guests, and long‑stay guests.
• Maintain strong knowledge of resort offerings, local attractions, and experiences to provide tailored recommendations.
• Support crisis management and incident handling, ensuring guest safety and brand reputation are protected.

• Minimum 3–5 years’ experience in a 5‑star hotel, resort, or upscale hospitality environment, with proven supervisory or leadership experience within Front Office or Guest Experience.
• Excellent personal presentation, strong interpersonal and communication skills, and ability to lead and collaborate effectively with diverse teams across departments.
• Strong attention to detail, organisational capabilities, and a proactive approach to problem‑solving, guest engagement, and service recovery.
• Excellent English communication skills required; fluency in Russian or German mandatory, with additional languages considered an advantage.