Do you see yourself as a Guest Relations 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

• Lead and manage the Guest Relations team to deliver an outstanding level of service to all guests.
• Ensure smooth guest arrival and departure experiences, including proper room allocation and prompt resolution of any issues or concerns.
• Coordinate and stay informed of all airport pickups and drop-offs, personally welcoming and escorting all VIPs upon arrival and departure.
• Personally meet and greet VIPs, long-term guests, and InterContinental Ambassador members. Coordinate with the Club Lounge Manager to ensure a seamless arrival experience for Club Lounge guests.
• Ensure rooms for VIPs and special guests are prepared prior to arrival and that their experience is smooth from pre-arrival through to farewell, including during late-night or early-morning arrivals.
• Conduct courtesy calls to checked-in guests and personally connect with long-stay guests to assess satisfaction.
• Monitor guest feedback and implement strategies to enhance satisfaction and build guest loyalty.
• Collaborate with other departments to maintain a seamless flow of communication and deliver exceptional service throughout the guest journey.
• Drive and develop innovative guest experience programs and initiatives, staying up-to-date with the latest industry trends.
• Oversee the maintenance of guest profiles, ensuring accurate recording of guest preferences and personalizing guest stays accordingly.
• Ensure the InterContinental brand standards, procedures, and values are consistently upheld across all guest-facing areas.
• Maintain high visibility throughout public areas, especially during peak times ensuring a welcoming and secure lobby experience, from front steps to the guest areas.
• Ensure all IHG One Rewards and Ambassador member benefits are delivered in line with company standards.
• Drive guest loyalty by increasing IHG One Rewards and Ambassador enrollments in line with performance targets.
• Stay informed about daily Conference & Banqueting events and overall hotel activities. Attend Concierge briefings and communication meetings to remain updated on internal happenings and local events in the city.
• Complete the daily Guest Relations Manager report and escalate relevant matters to the Area General Manager.
• Be fully proficient in the Opera PMS system for check-in and check-out processes.
• Ensure new team members are trained according to onboarding plans and conduct 1-, 3-, and 6-month performance reviews.
• Comply and reinforce quality assurance expectations and standards (Forbes and InterContinental Standards).
• Monitor departmental progress and ensure systems are in place to support the achievement of hotel goals

What we need from you

• Minimum 3 years of experience in a guest-facing role within the luxury hospitality industry, preferably in a supervisory or managerial capacity.
• Excellent communication and interpersonal skills, with fluency in English (additional languages are an advantage).
• Strong leadership and team management abilities, capable of inspiring and guiding a diverse team.
• Proven experience in delivering exceptional guest experiences and maintaining high levels of guest satisfaction.
• Thorough knowledge of hotel operations, front office procedures, and reservation systems.
• Ability to work well under pressure and effectively handle guest concerns in a professional manner.
• Strong organizational and problem-solving skills, with a keen attention to detail.
• Flexibility to work morning, evening, night shifts, weekends, and holidays

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.