Lobby Ambassador - Hotel Guest Relations

AlFuttaim; Dubai; On-site; AED 56,000 - 89,000; Full time

Job summary

Al-Futtaim is seeking a welcoming Lobby Ambassador to support hotel guest relations and front office operations in Dubai, United Arab Emirates. You will greet guests, assist with inquiries, coordinate airport transfers, and help ensure a seamless arrival to departure experience while upholding IHG brand standards.

The role requires a minimum of 1 year in a hotel front desk or guest-facing position, with strong English communication and a professional, personable demeanor.

Qualifications

• Excellent verbal communication and interpersonal skills.
• Strong customer service and guest relations abilities.
• Fluency in English, both spoken and written.
• Additional languages are an advantage but not essential.

Responsibilities

• Greet and welcome guests, creating a positive first impression.
• Coordinate airport transfers and arrivals with hotel departments.
• Assist departing guests with travel arrangements and baggage inquiries.
• Support front office and guest relations teams with daily operations.
• Coordinate VIP arrivals and special guest requirements with management.

Skills

Verbal communication

Customer service

Guest relations

English fluency

Additional languages beneficial

Professional hospitality demeanor

Job description

Job Snapshot

Lobby Ambassador - Hotel Guest Relations Job Snapshot - Role: Lobby Ambassador - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Guest Services-Concierge - Experience: Minimum 1 year - Job Type: Full Time - Work Arrangement: On-site

Al-Futtaim is seeking a welcoming and service-oriented Lobby Ambassador to support hotel guest relations and front office operations in Dubai, United Arab Emirates. The Lobby Ambassador is responsible for creating a positive first impression, assisting guests throughout their stay, and ensuring a smooth experience from arrival to departure. The role involves responding to guest enquiries, coordinating airport transfers, supporting VIP arrivals, and maintaining the high service standards associated with the IHG brand. The successful candidate will have previous front desk or similar hospitality experience, excellent communication skills, and a genuine commitment to personalized guest service.

Job Details

Country: United Arab Emirates - City: Dubai - Industry: Hospitality - Function: Guest Services-Concierge - Salary: Not disclosed - Gender: No Preference - Candidate Nationality: Not specified - Job Type: Full Time - Work Arrangement: On-site

Key Responsibilities

Guest Welcome and Relations

• Welcome arriving guests warmly and create a positive first impression of the hotel.
• Greet guests in a friendly, courteous, and professional manner throughout their stay.
• Make an effort to learn and use guests ' names to provide personalized service.
• Maintain detailed knowledge of hotel facilities, services, and guest amenities.
• Assist guests with enquiries, requests, and general information about hotel services.
• Address guest concerns promptly and professionally.
• Refer unresolved complaints or service issues to the Supervisor or Duty Manager.
• Build positive relationships with guests through attentive service and genuine hospitality.
• Promote the IHG One Rewards loyalty program and explain its benefits when appropriate.
• Represent the hotel 's brand values through professional conduct and consistent service standards.

Airport Transfers and Arrival Assistance

• Handle guest airport pickup and drop-off requests when required.
• Coordinate scheduled airport transfers and related transportation arrangements.
• Be present for assigned flight arrivals to assist incoming hotel guests.
• Support arriving guests with baggage clearance and directions to transportation facilities.
• Coordinate with relevant departments to ensure smooth guest arrivals.
• Assist with transportation arrangements for VIP guests in collaboration with hotel management.
• Maintain effective communication with the IHG Airport Representative office at Terminal 3.
• Develop and maintain professional working relationships with airport representatives and transportation partners.
• Respond to changes in arrival schedules and transportation requirements as necessary.

Departure and Travel Support

• Assist departing guests with relevant airport pre-check-in arrangements.
• Provide assistance with ticketing and baggage-related enquiries when required.
• Support guests with baggage clearance arrangements and lost baggage concerns.
• Coordinate with transportation providers and relevant hotel departments to facilitate departures.
• Provide clear information and assistance to help guests complete their departure arrangements smoothly.Maintain a helpful and professional approach when handling time-sensitive travel requests.

Front Office Administration

• Compile and maintain daily guest service and operational reports.
• Regularly review new bookings and changes to existing reservations.
• Communicate relevant booking updates and guest requirements to the appropriate teams.
• Maintain awareness of hotel promotional offers and applicable procedures.
• Understand seasonal packages, frequent flyer programs, and IHG loyalty initiatives.
• Support the Guest Relations and Reception teams with additional duties when required.
• Maintain accurate and timely communication regarding guest arrivals, departures, and special arrangements.
• Follow established hotel procedures when handling guest information and service requests.

VIP Guest Coordination

• Assist with the planning and coordination of VIP guest arrivals.
• Communicate with managers and relevant hotel departments regarding special guest requirements.
• Support transportation and arrival arrangements for VIP guests.
• Help ensure that important guest information is communicated to the appropriate personnel.
• Provide attentive, discreet, and professional service throughout guest interactions.

Service Standards and Professional Conduct

• Maintain the appearance, behavior, and attitude expected of an IHG hotel representative.
• Demonstrate courtesy, professionalism, and a positive approach during guest interactions.
• Respond to guest needs while maintaining established service standards.
• Work collaboratively with Front Office, Guest Relations, and other hotel departments.
• Manage competing guest requests and operational priorities effectively.
• Contribute to a welcoming hotel environment that encourages guest satisfaction and loyalty.

Required Skills and Competencies

• Excellent verbal communication and interpersonal skills.
• Strong customer service and guest relations abilities.
• Fluency in English, both spoken and written.
• Additional language skills are an advantage.
• Ability to provide friendly, personalized, and professional guest assistance.
• Strong time management and task prioritization skills.
• Ability to remain organized when managing multiple guest requests.
• Confidence in handling guest enquiries and escalating unresolved issues appropriately.
• Good coordination skills for transportation and arrival arrangements.
• Ability to work independently and as part of a team.
• Professional appearance, conduct, and attitude.
• Ability to maintain service quality while working under pressure.
• Willingness to support colleagues and assist with changing operational requirements.

Qualifications and Experience

• Minimum 1 year of experience in a hotel front desk or similar guest-facing position.
• Previous experience in a five-star hotel is preferred.
• Fluency in English is required.
• Additional languages are advantageous but not essential.
• Strong communication and guest service skills.
• Ability to work effectively both independently and within a team environment.
• Excellent time management skills and the ability to prioritize tasks under pressure.

About the Hospitality Environment

The Lobby Ambassador plays an important role in delivering the guest experience expected of an IHG‑branded hotel. The position requires close coordination with hotel reception, guest relations, management, airport representatives, and transportation partners. A successful Lobby Ambassador combines attentive hospitality with practical organizational skills to support guests during arrivals, departures, and other service interactions.

The role is particularly suited to someone who enjoys meeting people, anticipating guest needs, and maintaining high service standards in a busy hotel environment.

About Al-Futtaim Real Estate

Al-Futtaim Real Estate is part of Al-Futtaim Group, a diversified regional business headquartered in Dubai, United Arab Emirates. With more than six decades of experience in real estate development and asset management, Al-Futtaim Real Estate plans, develops, and manages properties and communities across the Middle East and North Africa. The company maintains a diversified, multi-billion-dollar portfolio covering residential, commercial, retail, hospitality, healthcare, infrastructure, and educational assets. Its flagship mixed‑use developments include Dubai Festival City and Cairo Festival City. Al-Futtaim Real Estate also oversees Al-Futtaim Contracting, an integrated specialist business providing construction, engineering, technology, and facilities management solutions across the UAE, Saudi Arabia, Qatar, and Egypt. As part of Al-Futtaim Group, the business contributes to the development and management of properties and services that support customers, businesses, and communities across the region.