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 the Director of Guest Experience, you will champion every aspect of the guest journey, curating memorable and personalized experiences in alignment with the luxury and iconic status of the world’s tallest hotel. You will lead the Guest Relations, Ciel Connect, Concierge, and VIP Services teams to ensure emotional connections, thoughtful service, and brand excellence are at the heart of every guest interaction.
Design and elevate every stage of the guest experience—from pre-arrival communication to post-departure follow-ups.
Oversee the handling of VIP guests, special occasions, and loyalty members, ensuring seamless service and heartfelt engagement.
Monitor and enhance guest touchpoints, ambiance, and service rituals throughout the property.
Lead and inspire a high-performing Guest Experience team, including Guest Relations Managers, Concierge, and Ciel Connect (telephone services).
Work closely with Front Office, F&B, Housekeeping, and Spa to deliver a cohesive and anticipatory guest experience.
Foster a service culture built on empathy, empowerment, and excellence.
Introduce creative enhancements and signature experiences unique to Ciel.
Monitor guest satisfaction through platforms like TrustYou, Medallia, or ReviewPro.
Analyze feedback trends and drive service recovery efforts, ensuring root cause resolutions.
Coordinate and lead internal Guest Experience Committee meetings.
Ensure all team members are trained on LQA, Forbes, and brand-specific standards.
Conduct mystery audits, role plays, and real-time coaching to reinforce service behaviors.
Partner with L&D to create experience-led learning programs.
Minimum 6–8 years of guest relations or guest experience leadership in luxury hospitality.
Degree/diploma in Hospitality Management or related field.
Proven ability to lead guest-centric teams and drive emotional engagement.
Deep understanding of luxury service standards, VIP protocols, and cultural sensitivity.
Strong communication, emotional intelligence, and problem-solving skills.
Fluent in English; other languages are a plus.
Experience with Opera Cloud, CRM platforms, and guest feedback systems.
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