Night Guest Experience Leader - Front Office

InterContinental; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading luxury hotel seeks a Night Guest Experience Leader to ensure smooth night operations. Responsibilities include managing check-ins, handling guest requests, supervising night audits, and maintaining hotel security. Ideal candidates will have previous front office experience and strong leadership skills, ready to create memorable guest experiences.

Qualifications

• Experience in front office operations, especially in supervisory or night shift roles.
• Excellent communication and interpersonal skills.
• Knowledge of security protocols and night audit procedures.

Responsibilities

• Oversee night operations at the front desk, manage guest check-ins and check-outs.
• Handle guest inquiries, complaints; ensure satisfaction and manage security.
• Supervise the night audit process and coordinate with staff as needed.

Skills

Leadership

Problem Solving

Communication

Interpersonal Skills

Multitasking

Attention to Detail

Education

Hospitality degree

Tools

Hotel property management systems (PMS)

Job description

Do you see yourself as a Night Guest Experience Leader for InterContinental Hotel Dubai Festival City?

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 ambience 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 the world's most international luxury hotel brand.

The InterContinental Hotels Group at Dubai Festival City consists of four hotels. These include the luxury and lifestyle brand InterContinental, the lavish long-stay InterContinental Residence Suites, the premium Crowne Plaza, and the essentials Holiday Inn & Suites. In addition to over 1,600 rooms, the cluster boasts a selection of 16 restaurants and bars, an impressive 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious Spa InterContinental, and state-of-the-art gym and swimming pool facilities. We are looking for people who are friendly, welcoming, and full of life to join over 1,200 colleagues who are always finding ways to make every guest's experience an enjoyable one. We value the passion and enthusiasm of our colleagues and encourage you to share your passion when you work with us.

A little taste of your day-to-day

• Oversee and manage night operations at the front desk, ensuring smooth check-in and check-out procedures.
• Handle guest inquiries, requests, and complaints efficiently, ensuring high levels of customer satisfaction.
• Supervise the night audit process, ensuring all financial transactions are accurately recorded.
• Monitor hotel security, coordinate with security personnel, and handle emergency situations.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Conduct night shift handover reports and communicate key details to the morning shift team.
• Manage room availability and oversee any late check-outs or early arrivals.
• Assist in resolving any operational issues that may arise during the night.
• Train, guide, and support night shift front desk associates.
• Ensure proper handling of guest feedback and escalate issues when necessary.
• Perform administrative tasks such as updating reports, handling emails, and tracking guest preferences.
• Coordinate with housekeeping and maintenance teams for any urgent room-related issues.
• Maintain a professional and welcoming atmosphere in the lobby and front desk area

What we need from you

• Previous experience in front office operations, preferably in a supervisory or night shift role.
• Strong leadership and problem-solving skills to handle challenges effectively.
• Excellent communication and interpersonal skills for guest interaction.
• Ability to multitask and work efficiently under pressure.
• Knowledge of hotel property management systems (PMS), preferably Opera or similar software.
• Understanding of night audit procedures and financial reconciliations.
• Familiarity with emergency procedures and security protocols.
• Flexibility to work overnight shifts, weekends, and holidays.
• High attention to detail and organizational skills.
• Hospitality degree or relevant experience in hotel operations preferred.

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