Guest Engagement Manager

Paramount Hotel Dubai is hiring a Guest Engagement Manager to lead the Guest Engagement team and deliver personalised experiences across the complete guest journey. The role focuses on VIPs, special-attention and long-stay guests, guest feedback, service recovery and coordination across Front Office, F&B, Culinary and Housekeeping. The manager will ensure VIP rooms and suites are prepared, identify appropriate upselling opportunities, analyse guest reviews and maintain staffing levels that support service quality. The role also contributes to Paramount DISCOVERY engagement and encourages creative improvements to the lobby and overall guest experience. Strong leadership, OPERA PMS knowledge and luxury hospitality experience are required.

Key Responsibilities

• Lead and inspire the Guest Engagement team to deliver exceptional service.
• Act as a key contact for VIPs, special-attention and long-stay guests.
• Anticipate preferences and coordinate personalised guest experiences.
• Manage guest feedback, complaints and reviews with timely follow-up.
• Ensure VIP rooms and suites are prepared ahead of arrival.
• Coordinate with Front Office, F&B, Culinary, Housekeeping and other departments.
• Identify suitable hotel-service and upselling opportunities.
• Analyse guest reviews and feedback to identify trends and improvements.
• Support guest engagement and Paramount DISCOVERY enrolment initiatives.
• Maintain appropriate staffing levels and develop a high-performing team.
• Introduce creative ideas that improve lobby and overall guest experiences.

Requirements

• Minimum 3 years of experience in a luxury hotel, ideally Front Office or Guest Relations.
• Minimum 2 years of managerial or supervisory experience.
• Degree from a recognised hotel or business school.
• Strong knowledge of OPERA PMS.
• Excellent business English, communication and guest-relations skills.
• Leadership experience in a multicultural luxury hospitality environment.

Employment Details

• Company: Paramount Hotel Dubai
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time
• Industry: Hospitality