Assistant Guest Experience Manager

About Novotel Hotels

Novotel Hotels is part of the Accor network, a group comprising over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations. The company focuses on responsible hospitality and offers opportunities for professional development and advancement within its global network.

Role Summary

Novotel Hotels in Makkah is seeking an Assistant Guest Experience Manager to contribute to creating positive and memorable impacts for guests. This full-time role involves supporting guest relations, ensuring service standards, and coordinating with various departments to deliver seamless guest experiences. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Ensure a warm welcome and professional farewell for all guests, contributing to a positive guest experience.
• Organize and coordinate special events, VIP arrivals, and personalized guest experiences based on preferences.
• Monitor guest satisfaction and feedback, implementing actions to improve the overall guest experience.
• Train, coach, and support team members in guest relations, service standards, and hospitality best practices.
• Maintain accurate guest records, preferences, and special requests within the hotel management system.
• Assist in developing and implementing initiatives to enhance guest satisfaction, engagement, and loyalty.
• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest service.
• Manage guest communications, including correspondence, special requests, pre-arrival arrangements, and follow-up.
• Monitor service quality and ensure compliance with Novotel service standards and hotel policies across all guest touchpoints.
• Assist in coordinating concierge services, transportation, activities, and other guest requests.
• Support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency.

Required Experience

• Candidates should possess 2-5 years of experience in a relevant role within the hospitality sector.

Work Type and Location

This is a full-time position based in Makkah, Saudi Arabia.

Application Process

Interested candidates are encouraged to apply.