Assistant Guest Services 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.

Scope of Position

The Assistant Guest Services Manager is responsible for supervising the bell team, door team and valet to provide luxury service to all guests and colleagues. The Assistant Guest Services Manager will oversee the daily operation of all driveways, parking spaces are all well-coordinated, staffed, clean and always providing exceptional standards. The Assistant Guest Services Manager will lead the team in turning moments into memories for our guests.

Responsibilities

Departmental:

• Coordinate efficient and effective day-to-day running of the department, including administrative and scheduling functions, events, rosters, manning, team building, team catch up ensuring exceptional outcomes for guest and staff.
• Supervise all bell, door & valet operations and ensure complete guest satisfaction.
• Monitor and report daily valet parking statistics, daily bellman productivity, driver productivity and luggage efficiency.
• Ensure daily operation of hotel cars, taxi, and other transportation resources are well managed and organized on all driveways as per hotel standards.
• Ensure all the FLHSS&E requirements and procedures are followed by the team.
• Ensure compliance with all relevant laws, regulations, and industry standards, including safety, security, and hygiene requirements.

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Train, direct and supervise the Bell Desk & Valet daily operation of the department.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Take ownership of all colleague concerns, complaints and wellbeing to ensure a positive and

 Guest Relations:

• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs)
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and resolve them effectively
• Be knowledgeable of all in-house and arriving guests.
• Be aware of all daily events in the hotel.
• Provide clear directions for all guests travelling outside the hotel.
• Work closely with Group Reservations and Front Office to ensure all group movements are well managed in a highly efficient manner which is reflective of the hotel standards.

Skills and Qualifications

• High School Diploma or equivalent.
• Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
• Minimum 3 years’ experience working in a 5-star hotel environment.
• Minimum 2 years Concierge experience in a luxury hotel.
• Strong command of MS Office products, Alliants, ALICE, and Hotsos.
• Hotel re-opening experience or renovation experience is an advantage; UAE experience is a must
• Ability to understand guest needs and expectations and to deliver superior customer service
• Ability to understand effective approaches of communication with different individuals.
• Very good verbal and written communication skills in English; fluency in Arabic or other languages is preferred.
• Proven ability to manage, motivate and lead a large team in a multi-cultural environment
• Trainer skills and ability to mentor and develop team members.
• With strong leadership skills and works well with pressure in a fast-paced environment.