Guest Services Manager

OVERVIEW/BASIC FUNCTION:

The Guest Services Manager is responsible for leading and overseeing all aspects of guest relations to ensure seamless and personalized experience in line with the hotel’s luxury standards. This role directs and inspires the guest relations team — including the Concierge, Lobby Ambassadors, Guest Relations, Executive Lounge, and Butler teams — to anticipate and exceed guest expectations while implementing service strategies that foster loyalty and satisfaction. Acting as an ambassador of the hotel, the Guest Services Manager ensures that every touchpoint reflects the brand’s philosophy of excellence, guiding associates to deliver consistent, memorable, and guest‑centric experiences.

RESPONSIBILITIES:

• Manage and oversee the Concierge, Lobby Ambassadors, Guest Relations, Executive Lounge, and Butler teams, ensuring these key service areas operate cohesively to deliver exceptional guest experiences.
• Maintain in-depth knowledge of Rosewood Abu Dhabi services, facilities, and local offerings, including dining, cultural attractions, and events, to provide tailored recommendations.
• Oversee and ensure the smooth operation of luxury hotel services, maintaining the highest standards of guest relations.
• Communicate effectively with guests, colleagues, and stakeholders to foster strong relationships and deliver exceptional service.
• Demonstrate adaptability and empathy in responding to guest needs, maintaining a consistently guest‑centric approach.
• Engage with guests to understand their preferences and expectations, ensuring that personalized touches and proactive service enhance their overall stay.
• Supervise guest service colleagues to guarantee attentive, professional, and seamless service from arrival to departure.
• Resolve guest complaints and requests promptly with empathy and discretion, ensuring issues are handled in line with Rosewood’s service philosophy.
• Ensure all Front Office areas reflect the highest standards of cleanliness, safety, and service efficiency.
• Coordinate guest needs, special requests, and amenity arrangements to deliver exceptional, bespoke experiences.
• Act as an ambassador of the Rosewood Sense of Place philosophy, reflecting the unique character and culture of Abu Dhabi in guest interactions.
• Lead, inspire, and guide a multicultural team, creating an environment of collaboration and excellence.
• Drive results by developing initiatives that enhance the guest journey and create memorable experiences.
• Organize and plan daily operations with precision, ensuring attention to detail in every aspect of service delivery.
• Perform any additional duties assigned to support hotel operations and guest satisfaction.

OSHAD RESPONSIBILITIES:

• Take reasonable care of their own health and safety.
• Take reasonable care of the health and safety of a person and the workplace, that may be affected by their acts or omission at work;
• Cooperate with full compliance with Hotel’s developed OSHMS policies, OSHMS procedures & operational works instruction in order to protect the health and safety of the people.
• Report to immediate supervisor any situation which they have reason to believe could present a hazards and which they cannot themselves correct;
• Report all OSH incidents and work related injuries; and
• Not intentionally or recklessly interfere with or misuse anything provided (e.g. Equipment & machineries, PPE, etc.) at the Hotel’s workplace in the interest of health, safety, welfare or protection or management of the workplace.
• Participate in conduct of OSH related planning and implementation in order to achieve the Hotel’s OSH objectives, targets & program.
• Attend all training arranged by Hygiene, Health & Safety Manager such as OSH training, safety Induction, on the job training, tool box talks, etc.

ACCOUNTABILITY:

• Held accountable and committed whatever it takes to comply with the company’s OSHMS Policies, OSHMS Procedure, & Operational Works Instruction and any other relevant legislation applies within the organization.
• Held accountable to take care of his own health and safety, other person in the workplace that may be affected by their acts or omission at work.
• To report to his supervisor or respective Manager.

QUALIFICATIONS:

• Experience: Two years’ supervisory experience at a Front Desk preferably in a luxury or ultra-luxury hotel.
• Education: Degree in Hospitality Management or a related field, with proven experience in Front Office or Guest Relations within a luxury hotel.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without directs supervision.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

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