Table of Contents
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Job Overview
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About the Company
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Available Jobs
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Job Description
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Job Responsibilities
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Why This Role?
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Requirements
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How to Apply
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FAQs
Job Overview
If you’re searching for Guest Experience Manager jobs Dubai and want a role that blends luxury hospitality, leadership, and meaningful guest connection, this opportunity at One&Only Royal Mirage is a standout. Kerzner International is hiring a Manager, Guest Experience to join the Front Office team at One&Only Royal Mirage Hotel, Dubai—a resort known for traditional splendour, private sands, lush gardens, and service that feels both meticulous and warm.
This role goes far beyond a standard front desk function. You become the main point of contact for guests across the entire journey—pre-arrival, in-house, and post-stay—ensuring every detail is anticipated, personalized, and delivered with empathy and precision. You’ll also lead the team to consistently create the signature One&Only feeling: extraordinary, emotionally memorable moments that guests talk about long after check-out.
Job Title: Manager, Guest Experience
Company: Kerzner International (One&Only Royal Mirage)
Location: Dubai, United Arab Emirates
Employment Type: Full-time (typical for resort leadership roles; confirm during application)
Start Date: As per operational requirement / onboarding availability
Reporting To: Front of House Manager
About the Company
Kerzner International is the group behind world-renowned luxury hospitality brands including One&Only, Atlantis, and other premium resort concepts. In One&Only properties specifically, the brand promise is clear: create joy through anticipation, creativity, precision, empathy, and warmth—and make every stay feel tailor-made.
One&Only Royal Mirage, located in the vibrant heart of New Dubai, is positioned as a sanctuary that balances indulgence with adventure—family experiences, romantic moments, curated dining, and a resort atmosphere that’s chic yet comfortable. This is the kind of environment where service excellence is not a goal—it’s the baseline.
Kerzner also highlights global expansion and growth, which matters for ambitious hospitality professionals: strong performance can translate into broader exposure, cross-property opportunities, and faster career progression.
Available Jobs
To broaden your search while staying aligned with Guest Experience Manager jobs Dubai, here are related roles commonly found within luxury resorts and Kerzner-style operations (and closely connected to this function):
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Guest Relations Manager – Luxury Resort (Dubai)
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Front Office Manager / Assistant Front Office Manager (Dubai)
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Concierge Manager / Head Concierge (Dubai)
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Reservations Manager – Luxury Hospitality (Dubai)
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Butler Services Manager / VIP Services Manager (Dubai)
These roles share overlapping capabilities: guest journey ownership, service recovery, team coaching, VIP handling, and operational excellence across multiple touchpoints.
Job Description
The Manager, Guest Experience role is designed for hospitality leaders who can orchestrate a seamless guest journey—while inspiring the team to deliver “wow” moments consistently. You’ll oversee and coordinate guest communications and service touchpoints through the hotel switchboard, front desk, luxury boat transfers, and reservations.
This role is ideal for someone who thrives in an environment where:
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Every guest is different, and personalization is a daily craft
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Brand standards must be maintained without making service feel scripted
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Anticipation beats reaction—proactive service wins
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Leadership means coaching in the moment, not only managing schedules
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Guest satisfaction is measured by emotion, not just efficiency
At One&Only Royal Mirage, the expectation is not simply to meet standards—it’s to exceed expectations at every possible turn, and to “blow away” guests through detail, warmth, and thoughtful creativity.
Job Responsibilities
As Manager, Guest Experience, your responsibilities will include leading the guest experience end-to-end and ensuring operational excellence across all guest-facing communication channels:
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Act as the main point of contact for all guests across pre-arrival, in-house, and post-stay stages.
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Coordinate guest communication through key touchpoints including switchboard, front desk, luxury boat transfers, and reservations.
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Promote One&Only Royal Mirage in a professional, knowledgeable, and courteous manner to in-house and prospective guests.
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Ensure guest expectations are consistently met and exceeded throughout their stay.
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Maintain strong knowledge of resort standards, policies, and procedures to ensure the department runs effectively and efficiently.
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Be fully familiar with resort facilities, restaurants, local attractions, and points of interest to confidently answer diverse guest queries.
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Drive the team to provide an enjoyable and extraordinary One&Only experience—consistently delivering “Amazing Experiences and Everlasting Memories.”
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Lead service culture through daily coaching: reinforcing empathy, precision, and warm confidence in every guest interaction.
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Manage guest concerns with thoughtful service recovery—turning moments of friction into loyalty-building experiences.
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Align guest experience workflows with the Front of House Manager’s direction and the resort’s brand standards.
Why This Role?
Not all Guest Experience Manager jobs Dubai offer real scope across the entire guest journey. This role does—and that’s what makes it strategically powerful for your career.
A leadership role with full guest-journey ownership
You’re not limited to one desk or one shift function. You oversee guest touchpoints before arrival, during the stay, and after departure—meaning your influence is continuous and visible.
Work in a globally respected luxury environment
Luxury hospitality sharpens skills that transfer anywhere: emotional intelligence, detail mastery, discretion, and elevated communication. One&Only’s standards create a strong “service brand” on your CV.
High creativity + high precision
This is a rare combination: creativity in crafting magical moments, and precision in executing operations cleanly across multiple departments. If you enjoy both, you’ll thrive.
Expansion and long-term growth potential
Kerzner highlights global growth and exciting expansion. For high performers, that typically translates into opportunities to grow into:
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Front Office leadership
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Front of House management pathways
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Guest Experience Director-level roles
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Cross-property brand assignments
A culture built on warmth, intuition, and generosity
If you’re the kind of leader who can maintain high standards without losing humanity, this environment rewards that. It values both excellence and heart.
Requirements
Based on the listing, candidates should meet these requirements:
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Experience: Minimum 2–3 years in a similar position within luxury resorts or five-star hotels
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Reputation: Known as a trusted and collaborative partner to the business
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Communication: Excellent spoken and written communication skills in English and/or another language
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Regional advantage: Middle East / GCC experience is an advantage
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Hospitality mindset: Strong guest empathy, anticipation, and ability to exceed expectations consistently
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Operational knowledge: Comfort with standards, policies, procedures, and multi-touchpoint coordination across front office functions
Additional practical strengths (highly relevant to success in this role):
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Calm leadership under pressure during peak check-in/out times
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Strong attention to detail in guest preferences and VIP handling
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Ability to coach a team in real time and reinforce brand service behaviors
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Confidence handling diverse guest requests and complex service scenarios
How to Apply
To apply for this opportunity, submit your application through the official Kerzner careers portal for:
Manager, Guest Experience – One&Only Royal Mirage (Dubai)
FAQs
1) What does a Guest Experience Manager do in a luxury resort in Dubai?
A Guest Experience Manager oversees the guest journey end-to-end—pre-arrival, in-house, and post-stay—ensuring service is personalized, smooth, and consistently exceeds expectations.
2) Is five-star or luxury resort experience required for this role?
Yes. The role asks for 2–3 years’ experience in a similar position within luxury resorts or five-star hotels.
3) Is GCC or Middle East experience mandatory?
It’s not stated as mandatory, but Middle East/GCC experience is an advantage, especially for understanding guest expectations and service culture in the region.
4) What languages are preferred for Guest Experience Manager jobs Dubai?
The listing highlights excellent English communication and notes that English and/or another language is valuable. Additional languages can strengthen guest connection and service confidence.
5) What departments will I coordinate with in this job?
You’ll coordinate across key guest-facing areas including the switchboard, front desk, luxury boat transfers, and reservations, while aligning with the Front of House Manager and resort standards.