Assistant Guest Experience Manager

Job description

Join a hotel that is a member of the the employer network, which brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. We believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, smile and action contributes to creating a positive and memorable impact for our customers, colleagues and the planet. Together we embody the vision of responsible hospitality. Key responsibilities: ensure a warm welcome and professional farewell for all guests; organize and coordinate special events, VIP arrivals and personalized guest experiences according to preferences; monitor guest satisfaction and feedback and implement improvement actions; train, coach and support team members in guest relations, service standards and best hospitality practices; maintain accurate guest records, preferences and special requests in the hotel management system; assist in initiatives to improve guest satisfaction, engagement and loyalty; handle guest complaints professionally and ensure timely resolution; coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge and other departments for seamless service; manage guest communications including correspondence, special requests, pre‑arrival arrangements and follow‑up; monitor service quality and ensure compliance with Novotel standards and hotel policies; assist in coordinating concierge services, transportation and activities; support the Guest Relations Manager in maintaining high guest satisfaction and operational efficiency.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration or a related field
• fluency in English and Arabic with excellent verbal and written communication skills
• minimum 3 years experience in Guest Relations, Front Office or hospitality management, preferably in a hotel environment
• strong leadership skills
• strong communication and team management skills
• excellent customer service
• problem‑solving and complaint‑handling abilities
• strong attention to detail
• ability to remain professional and composed under pressure
• proficiency in hotel management systems and Microsoft Office
• good understanding of hospitality service standards and guest experience practices
• ability to work flexible shifts including weekends and public holidays
• strong interpersonal and cross‑cultural communication skills.

Skills