Guest Experience Team Leader

Be part of an iconic hospitality landmark

Ciel Dubai Marina, part of IHG Hotels & Resorts’ prestigious Vignette Collection, is set to redefine luxury as the world’s tallest hotel. The First Group’s flagship development featuring 1,004 elegantly designed guestrooms, 8 stunning dining destinations, 3 outdoor swimming pools, breathtaking floor-to-ceiling panoramic views, and an array of world-class amenities, Ciel offers an unparalleled hospitality experience.

Designed by the award-winning architectural firm, NORR Group, Ciel has already garnered prestigious industry accolades, including the 2019 International Property Awards for Best International Hotel Architecture and Best Hotel Architecture Arabia. This international recognition establishes Ciel as a landmark development and a symbol of innovation in the hospitality industry.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with Ciel Dubai Marina, Vignette Collection.

About The First Group Hospitality 

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

As a Guest Experience Team Leader at Ciel, your mission is to create unforgettable moments for our guests through exceptional service, thoughtful interactions, and personalized attention. You’ll lead the Guest Experience team on shift, ensuring each guest enjoys a seamless, elevated stay in the world’s tallest hotel.

Key Responsibilities:

• Supervise the daily operations of the Guest Experience team, ensuring outstanding service at all guest touchpoints.

• Provide a warm and professional welcome to all guests, especially VIPs, long-stay, and repeat guests.

• Monitor guest satisfaction throughout the stay and take proactive steps to resolve issues.

• Support the Guest Experience Manager in planning and executing guest recognition programs.

• Handle special requests, amenities, and arrangements for celebrations, surprises, and feedback recovery.

• Coordinate with departments such as Housekeeping, Front Office, F&B, and Engineering to ensure guest needs are met.

• Train and coach the Guest Experience team, ensuring service consistency and excellence.

• Monitor guest feedback through platforms like TrustYou, TripAdvisor, and internal surveys, taking action as required.

• Ensure the lobby and guest-facing areas remain welcoming, tidy, and luxurious.

• Act as the ambassador of the brand by delivering heartfelt, personalized experiences.

• 2–3 years’ experience in a similar guest relations or guest experience role in a 5-star luxury hotel.

• Previous leadership or supervisory experience is a strong advantage.

• Excellent interpersonal and communication skills with a natural passion for hospitality.

• High attention to detail, with the ability to anticipate and fulfill guest needs.

• Strong knowledge of Dubai’s luxury market, local attractions, and VIP handling.

• Proficient in Opera PMS and MS Office.

• Fluent in English; other languages are a plus.

• Immaculate grooming and confident, positive demeanor.