Do you see yourself as a Guest Experience Manager 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

• Monitor reception colleagues to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Work closely with guest relations team to ensure priority club and ambassador members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service & enrolment targets are met.
• Inspects all VIP rooms prior to arrival, with GRM if required and greet VIP and escort personally on arrival/bidding farewell.
• Oversee maintenance of efficient repeat guest history system by working closely with gr team and promote inter-hotel sales and in-house facilities.
• Promotes priority club & ambassador programs and acts as champion for both programmes.
• Perform such functions as to include but not be limited to:
• Intercontinental ambassador / priority club and regular guest welcome letters.
• Solicitation of ambassador / priority club applications.
• Attention to detail on special requests by having updated database on guest profile captured through glitches / preferences.
• Handle guest complaints and refer them as necessary, follows up on corrective / preventive action.
• Entertains guest within hotel premises for food and drinks with approval from Front Office Director and driving guest cocktail reception to gain loyalty.
• Schedule and attend regular priority club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery.
• Review arrival lists for all arrivals and VIPs to check/perform room allocations, amenities, and special requests.
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
• Organize and conduct regular meeting for all reception team to facilitate communications and smooth operations;
• Prepare efficient work schedule for reception team, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• Conduct courtesy calls, driving the guest experience through service quality and continuous improvement.
• Ensuring implementation and compliance of the company’s fire, life and safety requirements.
• Assists in planning for future staffing needs, and assists in recruiting in line with company guidelines, prepares and administers detailed induction program for new staff aligned with room to have a great start.
• Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
• Ensures training needs analysis of reception team is carried out and training programmes are designed and implemented to meet needs by working together with the assistant front office manager; provides input for probation and formal performance appraisal discussions in line with company guidelines, coaches, counsels and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with staff and maintains good relations.
• Maximise revenue uplift through the actions of driving upselling and cross-selling

What we need from you

• Associate degree in hospitality management or equivalent work experience, with certified accreditation and a minimum of 2 years' experience as a Duty Manager in a 5-star property with 300+ inventory.
• Proficiency in Excel, Word, PowerPoint, Jana, and Opera computer skills.
• Strong proficiency in spoken and written Business English. Additional language skills in communication are preferred.

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 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 differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants. 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 to Belong, Room to Grow, and a Room to 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.