Guest Relations Lead — Luxury Hotel, VIP Service & Growth

InterContinental Hotels Group; Abu Dhabi; Sur place; AED 167 000 - 290 000; Plein temps

Avantages offerts par ce poste

Staff discounts

Training and development

Résumé du poste

InterContinental Dubai Marina Hotel & Residences is hiring a Guest Relations Manager to lead a guest‑first culture across all departments and elevate personalized experiences for VIPs and guests from diverse backgrounds.

The role emphasizes proactive guest care, seamless problem resolution, and close collaboration with all hotel teams to deliver a memorable stay. Fluent English required; additional languages are a plus in a luxury setting.

Qualifications

• Minimum 3 years of experience in Front Office or Guest Relations, preferably in a luxury or five‑star hotel environment.
• Previous supervisory or managerial experience required.
• Strong interpersonal and communication skills, with a natural ability to connect with guests from diverse backgrounds.
• Problem‑solving mindset with a proactive approach to guest satisfaction.
• Fluent in English; additional languages are an asset.
• Familiarity with hotel management systems (e.g., Opera) preferred.

Responsabilités

• Champion a genuine guest‑first culture across all departments, inspiring colleagues to go beyond expectations and create heartfelt, personalized experiences that make every guest feel valued.
• Take a personal interest in our guests, anticipating the needs of VIPs, returning guests, special occasions and high‑profile arrivals through thoughtful preparation and meaningful gestures that make each stay feel special.
• Ensure that guest preferences, personal details and special requests are thoughtfully captured, shared and acted upon, allowing every department to deliver a seamless and truly personalized experience.
• Stay connected to the voice of our guests by actively monitoring feedback, satisfaction trends and online reviews, using these insights to continuously enhance the quality of our service and the experiences we create.
• Be present and take personal ownership of concerns and service recovery, listening with empathy and responding with genuine care to turn challenging moments into positive and lasting impressions.
• Continuously seek opportunities to enrich the guest experience through creative ideas, thoughtful surprises and meaningful personal touches that turn an ordinary stay into a memorable one.
• Build strong partnerships across all hotel departments, bringing teams together to deliver a seamless guest journey.
• Be a proud ambassador of the hotel and its destination, sharing your knowledge, passion to enhance their stay.

Connaissances

Guest relations

Interpersonal skills

Communication

Problem solving

English fluency

Multilingual (asset)

Outils

Opera PMS

Description du poste

InterContinental Dubai Marina Hotel & Residences is hiring a Guest Relations Manager to lead a guest‑first culture across all departments and elevate personalized experiences for VIPs and guests from diverse backgrounds.

The role emphasizes proactive guest care, seamless problem resolution, and close collaboration with all hotel teams to deliver a memorable stay. Fluent English required; additional languages are a plus in a luxury setting.