[{{ $ctrl._job.status.name | translate}}] Guest Services Manager, Front Office - Dar Al Masyaf
Jumeirah Group


Job description

About Jumeirah and Madinat Jumeirah Resort
At Jumeirah we are committed to encouraging and developing our colleagues in world class environments.  We value diversity and equal opportunities, employing over 10,000 colleagues from over 90 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.
Madinat Jumeirah – The Arabian Resort of Dubai is a magnificent tribute to Dubai’s heritage with two grand boutique hotels, Arabian summer houses, the exclusive Malakiya Villas, over 40 world-class restaurants and bars, a traditional souk, 3km of waterways with abras, the region's leading conference and banqueting centre, 2km of private beach, the award-winning Talise Spa, and the superlative Talise Fitness health club.
About the Role

The Guest Services Manager – is responsible for the entire operation of Guest Relations in Dar Al Masyaf. This whilst achieving the Sectional Objectives for the financial year and maintaining standards of service in accordance to the standard operating procedures. Provide and maintain a high level of supervision and management by proactive and interactive leadership. Ensure that all guests’ needs and requirements are met and or exceeded, providing at all times the highest level of service and satisfaction by working closely with all related departments.
Your main duties will include the following:
  • To ensure smooth and efficient daily operation of the Guest Relations Operation ensuring that all hotel guests and visitors receive an optimum level of service and care at all times
  • Ensure correct protocol and treatment is prepared and given to our high profile VIP guests
  • Ensure that all guest arrival and departure procedures are completed as defined in the Guest Services SOP Manual
  • Ensure that all Guest History Files are well maintained by supervising maintenance of guest history records and carrying out regular spot-checks on the quality & usefulness of the information
  • Oversee the duty schedule of Front Office to ensure that there is sufficient supervision and manning for all daily operations
  • Ensure that appraisal are conducted effectively in Front Office department and recorded according to Jumeirah and MJ Policy
  • Ensure that SOP’s and manual are updated and available for all colleagues
  • Control review and update SOP’s whenever necessary and ensuring that any changes are communicated to all concerned staff
  • Maintain records of customer feedback and records of action taken to address complaints and negative rating and/or comments
  • Communicate new or amended procedures to relevant departments/colleagues in timely manner, ensuring they have been understood
  • Ensure that training plans are established according to the department’s need and are being followed in all Front Office Department and that hours are recorded and filed accurately
  • Assist in the daily operation ensuring to always be a leading example showing excellent customer service skills
  • Attend the daily Rooms Division morning meeting in AQ and attend Operational and Department Head meetings whenever required and actively participate in achieving common results
  • Ensure manning and competence level of selected colleagues is sufficient for the department to meet the needs of the organization and customer
  • Provide constant coaching, counseling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization
  • Issue purchase requests and approve store requisitions, ensuring that departmental stocks are sufficient, nut not exceeding the requirement
  • To ensure that all department expenses are in line with the budget and that all costs are strictly controlled with focus on amenity costs
  • Motivates colleagues and provides a work environment which brings out the best in team members
  • Perform any other reasonable tasks as per request of management

Bachelor Degree in a given field.

At least 2 years Assistant Guest Service Manager Experience or similar in a 5 star hotel with a minimum of 200 rooms.


  • Knowledge of basic Microsoft Office applications.
  • Knowledge of front office application. 
  • Excellent Opera Knowledge (Front Office Applications)
  • Fluency in written and spoken English



See description

Job type
Dubai, United Arab Emirates
Front Office reception
Starting in
As soon as possible

Jumeirah Group

JUMEIRAH™ Hotels & Resorts are regarded as among the most luxurious and innovative in the world and have won numerous international travel and tourism awards.

The company was founded in 1997 and currently operates 20 hotels in 7 countries. Jumeirah’s promise of STAY DIFFERENT™ delivers imaginative and exhilarating experiences in culturally connected environments offering a thoughtful and generous service.

In line with this promise, the individuality of the Jumeirah portfolio is unmistakable, encompassing Jumeirah at Etihad Towers in Abu Dhabi; the world renowned Burj Al Arab Jumeirah, the world’s most luxurious hotel and recognised as the symbol of Dubai, Jumeirah Beach Hotel, Jumeirah Creekside Hotel, Jumeirah Emirates Towers, Jumeirah Zabeel Saray and Madinat Jumeirah in Dubai; Jumeirah Messilah Beach Hotel & Spa in Kuwait; Jumeirah Dhevanafushi and Jumeirah Vittaveli in the Maldives; Jumeirah Himalayas Hotel in Shanghai; Jumeirah Frankfurt in Germany; Jumeirah Port Soller Hotel & Spa in Mallorca, Spain; as well as Jumeirah Carlton Tower and Jumeirah Lowndes Hotel in London.

Jumeirah Group also manages two five-star luxury serviced residences: Jumeirah Living World Trade Centre in Dubai and Grosvenor House Suites by Jumeirah Living in London; Talise, our spa brand; Jumeirah Restaurants, our restaurant division; the thrilling Wild Wadi Waterpark; and the Emirates Academy of Hospitality Management.

Whenever you stay with us or use any of our services, our aim is for you to come away with a sense of the Jumeirah spirit - a genuinely caring and personal service. In our own words, to STAY DIFFERENT™.

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