Guest Experience Lead – Front Office

InterContinental Hotels Group; United Arab Emirates; On-site; AED 134,000 - 201,000; Full time

Benefits offered by this job

Uniform provided

Room discounts

Extensive training

Job summary

InterContinental Hotels Group is seeking a Front Office Supervisor to lead the Front Office team during shifts, ensuring a seamless guest journey. You will coordinate with housekeeping, concierge and reservations to deliver personalised, attentive service in a luxury hotel environment.

Ideal candidates will have supervisory experience, strong communication skills, and a passion for exceptional guest experiences. Fluency in English is required, with additional languages a plus.

Qualifications

• Previous Front Office or Guest Services experience, preferably in luxury hotel or resort.
• Previous supervisory or team-leading experience.
• Strong communication, guest service and problem-solving skills.
• Ability to handle guest concerns and make decisions during busy times.
• Good knowledge of Front Office systems and MS Office.
• Strong organisational skills and attention to detail.
• Degree or diploma in Hotel Management or related field is an advantage.
• Fluent English; additional languages would be an advantage.

Responsibilities

• Supervising Front Office operations during shifts and ensuring a smooth guest journey.
• Leading and supporting colleagues to deliver professional, personalised service.
• Engaging with guests and responding to requests, feedback and concerns.
• Handling guest complaints professionally and taking ownership of recovery.
• Monitoring colleague performance and providing coaching and guidance.
• Coordinating with Housekeeping, Concierge, Reservations and other departments.
• Ensuring Front Office procedures, brand standards and safety requirements are followed.
• Supporting room upselling and opportunities to enhance guest experience and hotel performance.
• Ensuring clear communication and effective handovers between shifts.

Skills

Front Office ops

Team leadership

Guest service

Communication

Problem solving

MS Office

Education

Hotel Management degree

Diploma in Hotel Administration

Tools

PMS systems

Front Office software

Job description

InterContinental Hotels Group is seeking a Front Office Supervisor to lead the Front Office team during shifts, ensuring a seamless guest journey. You will coordinate with housekeeping, concierge and reservations to deliver personalised, attentive service in a luxury hotel environment.

Ideal candidates will have supervisory experience, strong communication skills, and a passion for exceptional guest experiences. Fluency in English is required, with additional languages a plus.