Luxury Front Office Lead - Guest Experience

IHG Hotels & Resorts; Dubai; On-site; AED 246,000 - 402,000; Full time

Benefits offered by this job

Uniform provided

Room discounts

Comprehensive training

Job summary

IHG Hotels & Resorts seeks an Assistant Front Office Manager for the InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa. You will assist the Front Office Manager to deliver warm, personalised service and ensure luxury standards during guest arrivals and departures.

You will lead and coach a motivated team, handle guest concerns gracefully, and coordinate with Housekeeping, Reservations and Concierge to create memorable guest experiences in a resort setting.

Qualifications

• Previous experience in Front Office or Guest Services within a luxury hotel or resort.
• Assistant management experience with strong Front Office knowledge.
• Fluent English; additional languages would be an advantage.
• Strong guest recovery, problem-solving and decision-making skills.
• Good knowledge of Front Office procedures and hotel operating standards.

Responsibilities

• Oversee daily Front Office operations and ensure smooth shift transitions.
• Lead and support Front Office colleagues to deliver personalised guest service.
• Be present in lobby/guest areas to ensure seamless arrivals and departures.
• Handle guest feedback confidently and follow through on resolutions.
• Supervise shift operations, allocate responsibilities, ensure adequate staffing.
• Coach, train and provide regular feedback to improve performance.
• Ensure Front Office procedures, systems, security, billing and credit policies are followed.
• Support upselling initiatives to maximise room revenue and guest experience.
• Inspect Front Office/guest areas and address any service gaps.
• Collaborate with Housekeeping, Reservations and Concierge for seamless guest experiences.

Skills

Front Office Ops

Guest Services Leadership

Staff Coaching

Tools

Opera PMS

Job description

IHG Hotels & Resorts seeks an Assistant Front Office Manager for the InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa. You will assist the Front Office Manager to deliver warm, personalised service and ensure luxury standards during guest arrivals and departures.

You will lead and coach a motivated team, handle guest concerns gracefully, and coordinate with Housekeeping, Reservations and Concierge to create memorable guest experiences in a resort setting.