Guest Experience Leader [Front Office] - InterContinental, Dubai

Guest Experience Leader [Front Office] - InterContinental, Dubai; Dubai; On-site; AED 167,400 - 234,360; Full time

Benefits offered by this job

Annual Leave

Incentive Programmes

Colleague Recognition

Insurance

Pension and Savings Plan

Flexible Working

Hotel Discount

Other Discounts and Offers

Colleague Restaurant Facilities

Wellbeing

Job summary

InterContinental Dubai is seeking a Guest Experience Leader to oversee front office operations during shifts and drive exceptional service. You will promote a culture aligned with our five values and ensure smooth service delivery across reception and related areas.

The role requires strong English, two years in a 5‑star front desk role, and flexibility for night and weekend shifts. Competitive salary, benefits, and the opportunity to grow within the InterContinental family are offered.

Qualifications

• Ideal candidate will have good communication with guests and colleagues.
• Fluency in English is essential; additional languages a plus.
• Basic math, reading, writing and computer skills are required.
• Flexibility for night, weekend and holiday shifts is expected.
• Holding a high school diploma or a bachelor’s degree is acceptable.
• Experience: at least two years in front desk or guest services in a 5‑star property.
• Ability to work independently and as part of a team.

Responsibilities

• Supervise front office operations during assigned shift.
• Monitor occupancy stats and assist in meeting targets.
• Ensure safety procedures and emergency processes are followed.
• Instruct staff on credit policies and cash handling.
• Conduct staff trainings aligned with standards.
• Provide constructive feedback and participate in performance reviews.
• Coach and guide the team to improve service delivery.

Skills

Communication

English Fluency

Tech-savvy

Flexibility

Education Level

Front Desk Experience

Teamwork

Education

High School Diploma / Bachelor's

Tools

Opera PMS

Job description

JOB REF: 45865

Guest Experience Leader [Front Office] - InterContinental, Dubai

About us:

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

The Group® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long‑stay InterContinental Residence Suites and the vibrant mid‑scale Holiday Inn. In addition to over 1,000 bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meter Festival Arena by InterContinental, the luxurious Spa InterContinental, state‑of‑the‑art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to join over 900 colleagues who are always finding ways to make every guest’s experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.

Your day to day responsibilities:

This role reports directly to the Reception Manager. As the Guest Experience Leader, your primary responsibility is to be responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. You will promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.

• Supervise front office operations during assigned shift
• Keep updated on financial targets & compile occupancy statistics
• Be familiar with property safety, first aid and fire and emergency procedures
• Instruct staff in credit policies and cash security procedures
• Conduct job trainings in accordance with departmental standards
• Provide constructive feedback & assist in performance appraisal discussions
• Enhance team performance through coaching & advising the staff

What we need from you:

Ideally, you'll have some or all of the following competencies and experience we're looking for:

• Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Fluency in the English language – extra language skills would be great, but not essential
• Literate and tech‑savvy – you’ll need a good grasp of reading, writing, basic maths and computers, especially our reservations system, Opera.
• Flexibility – night, weekend and holiday shifts are all part of the job
• You’ll have a high school diploma / qualification or a bachelor from university within a relatable field
• Experience – ideally you’ll have spent at least two years in a front desk or guest service position in a 5‑star property
• Ability to work independently and within a team environment

What we offer:

We’ll reward all your hard work with competitive salary and benefits. Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests. We join recognition with a rewarding experience. Working for us means more than competitive pay and benefits. You can also expect recognition for your hard work, a healthy working environment and the right work‑life balance.

Benefits:

• Annual Leave All our colleagues are offered paid annual leave and public holidays in line with their local market
• Incentive Programmes Some roles are eligible for incentives such as bonus which rewards you for your own and company performance
• Colleague Recognition We have a colleague recognition programme to celebrate and recognise peers’ success, as well as long service awards
• Insurance In most markets we offer access to insurance such as private healthcare
• Pension and Savings Plan We offer a range of pension and savings plans globally
• Flexible Working Flexible working arrangements can be discussed with your line manager to help balance work and home life
• Hotel Discount We offer both colleague and friends and family discount rates across our properties globally
• Other Discounts and Offers In some markets, we offer a range of discounts and access to preferential rates for shopping and leisure
• Colleague Restaurant Facilities On site subsidised restaurant facilities in certain locations
• Wellbeing You and your family have access to our global Employee Assistance Program which offers financial, lifestyle and well‑being advice.

Our values

We join results with responsible thinking

We believe in doing our part for the world and treating others well. That’s why we celebrate difference in our business and strive to help people progress. Everyone’s able to thrive and make a difference. Join us and see for yourself.