Guest Relations Manager at InterContinental Dubai Marina

InterContinental Hotels Group; Abu Dhabi; On-site; AED 167,000 - 290,000; Full time

Benefits offered by this job

Staff discounts

Training and development

Job summary

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.

Responsibilities

• 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.

Skills

Guest relations

Interpersonal skills

Communication

Problem solving

English fluency

Multilingual (asset)

Tools

Opera PMS

Job description

Job description

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 ambiance 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 join InterContinental Dubai Marina Hotel & Residences as Guest Relations Manager.

InterContinental Dubai Marina is a Five Star luxury hotel & residence in the heart of Dubai Marina with 328 rooms and residence suites, flexible event space and restaurants & bars. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star presence.

A little taste of your day‑to‑day:

Your role will include but not be limited to:

• 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.

Why you will love this job:

• Work in a dynamic, high‑energy environment where no two days are the same.
• Learn new skills, receive mentorship, and have opportunities for career growth.
• Be part of a supportive team that values collaboration and fun.
• Enjoy benefits like staff discounts, and a creative, inspiring workplace.

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

• 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.

What you can expect from us:

We provide our team members with 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 industry.

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 applicants and employees, promoting a culture of trust, support, and acceptance. We always welcome different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow, and 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.