Assistant Guest Experience Manager (Russian/German Speaker)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. Glistening on a private apex of Palm Island, One&Only The Palm is an intimate beach-front retreat where the wonders of modern Dubai meet the charms of old Arabia. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion. With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for an Assistant Guest Experience Manager to join the Rooms Division team at One&Only The Palm Resort in Dubai. With the global growth of our brands, you will play an integral role in the overall success of the resort, going beyond daily operations to deliver exceptional and personalized guest experiences. As an Assistant Guest Experience Manager , you will support the team in creating a seamless, welcoming, and guest-focused environment across all touchpoints of the resort. You will assist in overseeing guest relations and service standards, ensuring full compliance with company policies and procedures. Acting as a key point of contact for guests,you will handle inquiries, anticipate needs, resolve concerns promptly, and ensure a smooth and memorable journey from arrival to departure. You will also support driving service excellence and continuous improvement in guest satisfaction, maintaining the highest standards of professionalism, attention to detail, and consistency, while upholding the company’s core values and enhancing the overall guest experience. Key Duties and Responsibilities Support the management of guest experience operations across all resort touchpoints, ensuring a seamless journey from arrival to departure. Act as a key point of contact for guests, handling inquiries, special requests, and resolving concerns promptly and professionally. Assist in driving service excellence by maintaining and continuously improving guest satisfaction and service standards. Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure cohesive and personalized guest experience. Monitor guest feedback, identify trends, and implement corrective and preventive actions to enhance service delivery. Lead by example, promoting a culture of hospitality, professionalism, and guest-centric service among team members. Conduct regular briefings and support team training to align with brand standards and service expectations. Ensure compliance with company policies, operational procedures, and quality standards. Assist in implementing guest engagement initiatives, loyalty programs, and brand experience strategies. Maintain accurate records of guest preferences, feedback, and service recovery actions. Support operational reporting, handovers, and communication across shifts. Proactively engage with guests throughout their stay to build rapport, anticipate needs, and create personalized experiences. Oversee the pre-arrival process, ensuring guest preferences, special occasions, and VIP arrangements are accurately prepared and executed. Monitor guest journey touchpoints to identify opportunities for enhancement and ensure consistency across all experiences. Collaborate closely with Concierge, Butler Services, and Guest Relations to curate bespoke experiences for guests. Ensure all guest interactions are handled with discretion, professionalism, and a high level of emotional intelligence. Support service recovery strategies by turning guest concerns into positive experiences and strengthening guest loyalty. Conduct quality audits and spot checks across departments to ensure adherence to brand and service standards. Assist in the planning and execution of special events, activations, and in-resort guest engagement initiatives. Support the management of online reputation by ensuring timely responses to guest reviews and feedback. Drive upselling and cross-selling opportunities in a natural and guest-centric manner to enhance the guest experience. Ensure seamless coordination of arrivals and departures, particularly for VIPs, repeat guests, and long-stay guests. Maintain strong knowledge of resort offerings, local attractions, and experiences to provide tailored recommendations. Support crisis management and incident handling, ensuring guest safety and brand reputation are protected. A suitable candidate should have 3–5 years of experience in a 5-star hotel, resort, or upscale hospitality environment, with a strong understanding of guest relations, luxury service standards, and overall hotel operations. Previous supervisory or leadership experience within Front Office or Guest Experience is essential. The candidate must demonstrate excellent personal presentation, strong interpersonal and communication skills, and the ability to lead and collaborate effectively with diverse teams across departments. They should be dynamic and service-driven professionals, committed to delivering personalized and memorable guest experiences while consistently maintaining the highest service standards. Strong attention to detail, organizational capabilities, and a proactive approach to problem-solving, guest engagement, and service recovery are essential. Excellent English communication skills are required, and fluency in Russian or German is mandatory. Proficiency in additional languages will be considered an advantage. At One&Only creating JOY is at the forefront of everything we do. If you are the one to make every detail count and are bold to go beyond the obvious in every task assigned with positive energy & have the passion to make it happen, then we are looking for you. Please apply directly through this website and submit your most recent CV. Applications that do not meet the requirements will not be considered. We Thank You for your interest at Kerzner –One&Only Resorts. Please note that only shortlisted candidates will be contacted. Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.