Guest Experience Officer - Mall Operations Division

The Dubai Mall, managed by Emaar Properties and recognized as the world's premier retail and leisure destination, is seeking a highly resilient, operationally exceptional Guest Experience Officer to join our high-volume property operations division in the UAE. You will serve as an elite brand ambassador across active customer touchpoints, responsible for orchestrating complex visitor logistics, executing premium VIP concierge frameworks, managing cross-cultural client dynamics, and ensuring absolute adherence to Emaar’s rigid operational excellence standards and hospitality mandates.Qualifications: Candidates must possess a Bachelor’s Degree or formal Diploma in Hospitality Management, Public Relations, Tourism, Business Administration, or a highly related field. A minimum of 2 to 5 years of proven, high-performance experience in five-star hospitality guest services, premium international airport customer relations, or luxury retail showroom environments within the GCC is strictly required. Absolute mastery of luxury service delivery, high-footfall crisis management, and modern digital concierge ticketing systems is mandatory. Exceptional communication and interpersonal presentation skills are essential to manage high-pressure, daily customer throughput. Fluency in English is required; operational proficiency in Arabic, Russian, Mandarin, or French is highly advantageous.Physical & Security Criteria: The role requires exceptional physical stamina and psychological resilience for managing high-stress logistics out of active mall spaces and overseeing dynamic shift rotations during intense promotional, holiday, and shopping festival seasons (e.g., DSF). Candidates must pass rigorous corporate background verifications, possess a flawless professional track record, and hold an immaculate grooming and professional appearance standard.Key Responsibilities: Oversee daily visitor touchpoints across massive property layouts ensuring maximum service efficiency and zero deviation from internal brand standards; enforce absolute compliance with customer care and directional protocols across the active mall floor; manage complex visitor inquiries, dramatically reducing escalations to optimize guest satisfaction; coordinate closely with retail tenant management to streamline center operations; and leverage consumer data to continuously improve property performance and the guest experience.Benefits: A highly competitive, 100% tax-free base salary paid in UAE Dirhams (AED), comprehensive corporate health insurance, structured shift allowances, target-based operational bonuses, generous internal retail and lifestyle discounts across the Emaar group portfolio, continuous professional advancement within a globally iconic asset network, and the supreme stability of driving the hospitality infrastructure for the premier retail destination in the world.

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