Guest Experience Manager - Front Office - InterContinental®Dubai Festival City

Hotel: Dubai Festival City (DXBHB), PO 45777, 45777

Do you see yourself as a Guest Experience Manager for InterContinental Hotel Dubai Festival City?

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 InterContinental Hotels Group at Dubai Festival City consists of four hotels. These include the luxury and lifestyle brand InterContinental, the lavish long-stay InterContinental Residence Suites, the premium Crowne Plaza, and the essentials Holiday Inn & Suites. In addition to over 1,600 rooms, the cluster boasts a selection of 16 restaurants and bars, an impressive 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious Spa InterContinental, and state-of-the-art gym and swimming pool facilities.

A little taste of your day-to-day:

• Ensure that standards and procedures are in place to provide all IHG One Rewards and Ambassador members, long-term guests, and other VIPs with personalised attention and recognition.
• Personally meet and greet all VIPs and long-term guests. Ensure their rooms are inspected and prepared prior to arrival.
• Drive the enrolment efforts for IHG One Rewards and Ambassador Programmes, ensuring monthly targets are consistently met.
• Proactively identify opportunities to enhance guest satisfaction and exceed expectations. Take ownership of service recovery by resolving issues swiftly and implementing measures to prevent recurrence.
• Stay well-informed, and ensure team knowledge, of hotel room types, facilities, outlets, and all in-house events and functions.
• Collaborate closely with Guest Experience Managers to manage room availability, allocation, and ensure correct rates are applied in accordance with the hotel’s revenue strategy.
• Liaise with Housekeeping and Engineering to ensure rooms meet IHG standards and are prepared in accordance with the “Room Ready on Arrival” policy.
• Uphold grooming, hygiene, uniform, and conduct standards among all Front Office colleagues in line with IHG policy.
• Maintain an up-to-date guest profile database, tracking preferences and special requests via glitch reports and other tools.
• Review daily arrivals to ensure accurate room assignments, amenities, and VIP guest expectations are fully met.
• Conduct regular Front Office shift briefings to ensure team alignment, operational consistency, and service excellence.
• Make courtesy calls and actively drive continuous improvement through guest feedback and service analysis.
• Ensure full compliance with fire, life, and safety procedures, acting in accordance with IHG DFC Safety protocols.
• Support workforce planning and participate in recruitment efforts in line with company policies.
• Facilitate comprehensive and engaging onboarding programmes to provide new team members and interns with a strong start.
• Assist in developing, updating, and implementing departmental SOPs that are guest-focused and operationally sound.
• Conduct training needs analysis and support the design and delivery of team training in partnership with the Front Office Manager.
• Participate in performance evaluations, including probation reviews and appraisals. Offer coaching, mentoring, and regular feedback to enhance individual and team performance.
• Maximise revenue through proactive upselling and cross-selling initiatives at the Front Desk. Provide necessary training and motivation to ensure colleagues are equipped to meet revenue goals.
• Represent the Front Office Manager in relevant meetings during their absence.
• Ensure that the brand is at the heart of all decisions.

What we need from you:

• Associate degree in hospitality management or equivalent work experience, with certified accreditation and a minimum of 2 years' experience as a Duty Manager in a 5-star property with 300+ inventory.
• 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.
• Strong proficiency in spoken and written Business English. Additional language skills in communication are preferred.
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math, and computer skills is required. Proficiency in Microsoft Excel, Word, PowerPoint, Jana, and Opera is essential.
• Flexibility - night, weekend and holiday shifts are all part of the job.

What you can expect from us:

We give our people everything they need to succeed, from a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants. We promote a culture of trust, support, and acceptance, always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the Room to Belong, Room to Grow, and a Room to Make a Difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us, and you’ll become part of our ever-growing global family.

Who we are:

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.