Guest Experience Supervisor (Pre-Opening)

IHG Hotels & Resorts; Umluj; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading luxury hotel brand in Umluj is seeking a Guest Experience Supervisor to oversee the guest experience team, ensuring high standards of service. The role includes greeting guests, resolving complaints, and coordinating with other departments for seamless operations. Candidates should have a bachelor’s degree, relevant experience in hospitality, and fluency in English. This is an excellent opportunity to join a global family committed to inclusive teamwork and employee well-being.

Benefits

Competitive salary

Full uniform

Impressive room discounts

Training opportunities

Qualifications

• 2-3 years' experience in a similar role in hospitality.
• Fluency in English is required; Arabic preferred.
• International luxury hotel chain experience is a plus.

Responsibilities

• Supervise and mentor the Guest Experience Team.
• Greet and assist guests with inquiries and requests.
• Coordinate with departments for seamless guest experiences.
• Address and resolve guest complaints promptly.
• Provide accurate recommendations about local attractions.
• Maintain records of guest interactions.
• Ensure safety and security in the lobby area.
• Organize events and provide personalized guest services.

Skills

Strong Communication Skills

Interpersonal Skills

Problem-Solving Skills

Organizational Skills

Knowledge of Local Area

Education

Bachelor’s degree in Hotel Administration or Business Administration

Job description

About Us

InterContinental Hotels & Resorts has delighted luxury travelers since 1946, serving as a meeting place for heads of state, a setting for world-changing speeches, and the impetus for some of the most famous love stories of all time.

The brand has become synonymous with bold exploration, travel, and cultural discovery. The InterContinental The Red Sea Resort exemplifies these attributes. Set within one of the world’s most ambitious luxury tourism developments amidst an archipelago of over 90 pristine islands, the hotel offers guests sweeping views of the ocean and a discreet barefoot luxury immersed in nature experience.

Each of the resort’s 210 sea-facing rooms provides immediate beach access; allowing guests to step out on to the sands of the Red Sea from the terrace. Moreover, the resort features seven different gastronomic experiences, sprawling pools and recreational facilities, a spa, a health club and curated meetings and events spaces for leisure, business travelers and groups.

With the worldliness that travel brings, every stay will take your imagination to places you’d never expect!

Guest Experience Supervisor

Day-to-Day Activities

• Supervising the Guest Experience Team:
  • Leading and mentoring the guest experience team to ensure high standards of service.
  • Conducting briefings and training sessions to keep the team informed and motivated.
• Guest Interaction:
  • Greeting guests upon arrival and providing a warm welcome.
  • Assisting guests with inquiries, reservations, and special requests, such as restaurant bookings, transportation, and event tickets.
• Managing Guest Services:
  • Coordinating with other departments to fulfil guest requests and ensure a seamless experience.
  • Handling VIP guests and ensuring their specific needs and preferences are met.
• Problem-Solving and Issue Resolution:
  • Addressing and resolving any guest complaints or issues promptly and effectively.
  • Ensuring that all guest feedback is communicated to the relevant departments for continuous improvement.
• Maintaining Knowledge of Local Attractions:
  • Keeping up-to-date with local attractions, restaurants, events, and activities to provide accurate recommendations to guests.
  • Establishing relationships with local businesses to enhance guest experiences.
• Administrative Tasks:
  • Maintaining accurate records of guest interactions and requests.
  • Preparing reports on guest relations activities and guest satisfaction.
• Ensuring Safety and Security:
  • Monitoring the lobby area and ensuring the safety and security of guests and staff.
  • Responding to emergency situations and coordinating with security personnel as needed.
• Enhancing Guest Experience:
  • Organizing special events and activities for guests.
  • Providing personalized services to make each guest's stay unique and memorable.

Skills And Qualities Needed

• Strong Communication Skills:
  • Ability to communicate clearly and effectively with guests, staff, and local businesses.
• Interpersonal Skills:
  • Building rapport and maintaining relationships with guests and colleagues.
• Problem-Solving Skills:
  • Addressing and resolving issues promptly and effectively.
• Organizational Skills:
  • Managing multiple tasks and maintaining detailed records efficiently.
• Knowledge of Local Area:
  • Staying informed about local attractions, events, and services to provide accurate recommendations.

What We Need From You

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

• Bachelor’s degree, higher education qualification or equivalent in Hotel Administration / Business Administration
• Two to Three years’ prior tenure in a similar role
• International luxury hotel chain background
• GCC exposure
• English Fluency is required
• Arabic Fluency is preferred

Teamwork and Flexibility

In addition to the tasks outlined above, all team members are expected to demonstrate flexibility and a collaborative spirit. This may involve taking on additional responsibilities as needed, especially during periods of high occupancy or in emergency situations. Your willingness to assist colleagues and contribute to the overall success of the hotel is essential in maintaining our high standards of service and guest satisfaction.

What You Can Expect From Us

We give our people 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 a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming 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.

So, join us and you’ll become part of our ever-growing global family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.