Luxury Front Office Leader – Guest Experience Advocate

InterContinental Hotels Group; Abu Dhabi; On-site; AED 180,000 - 260,000; Full time

Benefits offered by this job

Full uniform

Room discounts

Training programs

Job summary

InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa is seeking an Assistant Front Office Manager to support daily Front Office operations and uphold our luxury service standards in a dynamic resort environment.

You will lead Front Office colleagues, elevate guest interactions in the lobby, manage guest feedback, and collaborate with Housekeeping, Reservations and Concierge to deliver seamless experiences for guests and families alike.

Qualifications

• Previous experience in Front Office or Guest Services within a luxury hotel or resort environment.
• Assistant management experience with a strong understanding of Front Office operations.
• Hands-on leader who enjoys being present with both guests and colleagues.
• Strong guest recovery, problem-solving and decision-making skills.
• Knowledge of Front Office systems and hotel operating procedures.
• Excellent communication and interpersonal skills; ability to coach diverse team.
• Fluent English; additional languages would be an advantage.
• Flexibility to work different shifts, weekends and public holidays as required.
• A genuine passion for creating memorable guest experiences and delivering True Hospitality.

Responsibilities

• Supporting the Front Office Manager in overseeing daily Front Office operations and ensuring smooth shifts.
• Leading and supporting Front Office colleagues to deliver professional, personalised and attentive guest service.
• Being present in the lobby and guest areas, engaging with guests and ensuring a seamless arrival and departure experience.
• Handling guest feedback and concerns confidently and following through to achieve positive resolutions.
• Supervising shift operations, allocating responsibilities and ensuring appropriate staffing and coverage.
• Coaching, training and providing regular feedback to colleagues to strengthen performance and service standards.
• Ensuring Front Office procedures, systems, security, billing and credit policies are consistently followed.
• Supporting upselling initiatives and identifying opportunities to maximise room revenue and guest experience.
• Conducting regular inspections of Front Office and guest areas and following up on any service or operational gaps.
• Working closely with Housekeeping, Reservations, Concierge and other departments to ensure seamless guest experiences.
• Acting as Manager on Duty when required and supporting the team during emergency or crisis situations.

Skills

Front Office operations

Guest services

Leadership

Communication

Guest engagement

Tools

Front Office systems

Job description

InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa is seeking an Assistant Front Office Manager to support daily Front Office operations and uphold our luxury service standards in a dynamic resort environment.

You will lead Front Office colleagues, elevate guest interactions in the lobby, manage guest feedback, and collaborate with Housekeeping, Reservations and Concierge to deliver seamless experiences for guests and families alike.