Job description

Guest Experience Coordinator 
(20405)

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 a Guest Experience Coordinator 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 creating exceptional and personalized guest experiences across the resort. As a Guest Experience Coordinator, you will support the delivery of a seamless, welcoming, and guest-focused environment at every stage of the guest journey.

You will act as a key point of contact for guests, assisting with inquiries, anticipating guest needs, resolving concerns in a timely and professional manner, and ensuring a smooth experience from arrival to departure. Working closely with operational teams, you will help maintain high service standards and ensure compliance with company policies and procedures.

You will also contribute to driving guest satisfaction by delivering attentive, personalized service, supporting continuous improvement initiatives, and upholding the highest standards of professionalism, consistency, and attention to detail while embodying the company’s core values.

Key Duties and Responsibilities

• Deliver exceptional guest service by acting as a primary point of contact for guest inquiries, requests, and concerns throughout their stay.
• Ensure a seamless and personalized guest journey from pre-arrival through departure by coordinating closely with operational departments.
• Proactively engage with guests to anticipate needs, build rapport, and create memorable experiences.
• Support the coordination of VIP arrivals, special occasions, guest preferences, and tailored experiences with a strong attention to detail.
• Liaise with Front Office, Housekeeping, Food & Beverage, Concierge, Butler Services, and other departments to ensure consistent delivery of service standards.
• Monitor guest feedback through various channels and assist in implementing service improvements and recovery actions where required.
• Respond to guest complaints and concerns promptly, professionally, and effectively, ensuring satisfactory resolution.
• Maintain accurate guest profiles, preferences, requests, and service recovery records within the relevant systems.
• Support the execution of guest engagement initiatives, loyalty programs, and resort experiences that enhance guest satisfaction.
• Assist with arrival and departure planning, particularly for VIPs, repeat guests, and long-stay guests.
• Provide guests with accurate information about resort facilities, services, local attractions, and experiences to enhance their stay.
• Conduct regular guest interactions and follow-ups to ensure expectations are met and exceeded.
• Support online reputation management by assisting with guest feedback and review responses where applicable.
• Ensure compliance with company policies, operational procedures, and brand service standards.
• Assist with preparing reports, handovers, and maintaining effective communication between shifts and departments.
• Participate in departmental briefings, training sessions, and service excellence initiatives.
• Support the planning and coordination of special events, celebrations, and guest activations within the resort.
• Identify opportunities to enhance guest experiences through personalized recommendations, upselling, and cross-selling of resort services.
• Assist in monitoring guest journey touchpoints to ensure consistency and identify areas for continuous improvement.
• Handle all guest interactions with professionalism, discretion, empathy, and a guest-centric approach.
• Support emergency and incident response procedures while ensuring guest safety and maintaining the resort's reputation.
• Uphold the company's core values and contribute to creating a positive, welcoming, and service-oriented environment for all guests.

A suitable candidate should have 2–4 years of experience in a 5-star hotel, resort, or luxury hospitality environment, preferably within Guest Relations, Front Office, Concierge, or Guest Experience. The ideal candidate will possess excellent communication and interpersonal skills, a passion for delivering exceptional guest service, and the ability to handle guest requests and concerns with professionalism and attention to detail. Excellent English communication skills are required. Additional language skills 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.