Service Excellence Manager 


At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests’ expectations at every possible turn. 

Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple’s retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it’s our passion.


About the role


As the Service Excellence Training Manager, you will develop, roll out and sustain an ultra-luxury experiential service philosophy with associated standards and training programs for Atlantis the Royal. The Service Excellence Training Manager is the custodian of internal and external assessment programs, including the Forbes Travel Guide program for the resort, working with operational leaders to ensure standards are consistently delivered. You will also be responsible for enabling a consistent brand experience philosophy and culture through training and internal communication programs, whilst ensuring that all departments have defined standard operating procedures that incorporate the brand experience philosophy and culture and that these are effectively cascaded through training interventions.


A key part of this role will be to develop property-wide training and communication content that is consistently cascaded to all teams involved in the delivery of the guest experience through training and communication. A vital part of the role will be to provide guidance to departmental trainers on the delivery of property-wide training and communication programs and observing departmental trainers in delivering service excellence training, providing effective feedback, and coaching to ensure consistency and engagement of the team. You will also conduct periodic internal assessments to identify improvement opportunities in the delivery of the property’s luxury standards and learn from data shared by the Guest Experience team to identify and roll out periodic training and communication interventions to address detractors in our guest experience journey.



About you


The ideal candidate will have a degree or diploma in Hotel Management, or equivalent, and have a minimum of 3-5 years’ relevant experience with at least 3 years at manager level, in a luxury 5* hotel environment. It is essential that the successful candidate also has previous experience delivering training programs and has in depth knowledge of industry-wide luxury service standards, such as Forbes Travel Guide.


You will have strong interpersonal skills, organisational skills, strong stakeholder management, leadership abilities, and strong communications skills.


Join a team that is adventurous, creative, warm-hearted and extroverted. 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.