Cluster F&B Loyalty Manager

IHG Hotels & Resorts

Job Title
Cluster F&B Loyalty Manager InterContinental Hotel & Residences Abu Dhabi UAE
Job Description
Cluster F&B Loyalty Manager InterContinental Hotel & Residences Abu Dhabi UAE

Position Overview
InterContinental Hotel & Residences Abu Dhabi is seeking a results-driven and innovative Cluster F&B Loyalty Manager to lead its loyalty and engagement strategy across all Food & Beverage outlets. This role focuses on driving guest retention, increasing outlet revenue, and building meaningful customer relationships through data-driven loyalty programs, digital campaigns, and strategic partnerships. The ideal candidate will combine commercial insight with creativity and hospitality passion to elevate the F&B experience for both residents and hotel guests.

Job Details
Country: UAE
City: Abu Dhabi
Industry: Hospitality / Hotels
Job Function: Sales / Marketing / Business Development
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

Key Responsibilities
Develop and implement customized loyalty programs tailored to the F&B customer base and local market.
Leverage IHG One Rewards and property-level loyalty platforms to boost frequency, average spend, and retention.
Lead enrollment and engagement initiatives to increase IHG One Rewards participation across F&B outlets.
Design exclusive events and offers for top-tier members, repeat diners, and VIP guests.
Create and execute data-driven campaigns to enhance revenue, upselling, and guest retention.
Collaborate with Marketing, F&B, and Revenue teams to plan segmented promotions and optimize pricing.
Establish strategic partnerships with local businesses, lifestyle brands, banks, and residential communities to attract new customers.
Represent the property in local events and community activations to promote loyalty programs.
Utilize CRM and digital platforms to analyze guest data and personalize marketing communications.
Manage social, email, and SMS campaigns focused on guest preferences and special occasions.
Train F&B teams on loyalty program benefits, upselling, and guest engagement techniques.
Develop internal motivation programs for staff to achieve loyalty enrollment and upsell targets.
Serve as the main point of contact for loyalty-related queries and ensure consistent guest satisfaction.
Track and analyze loyalty performance metrics including membership growth, campaign ROI, and outlet contribution.
Prepare detailed reports and strategic insights for senior management.
Monitor competitor activity and market trends to keep the hotel s loyalty initiatives competitive.

Ideal Profile
Bachelor s degree in Hospitality Management, Business, or Marketing.
3 5 years of experience in hospitality marketing, loyalty management, or CRM-focused roles, preferably with F&B exposure.
Strong understanding of UAE or GCC dining markets and resident consumer behavior.
Proven record of delivering measurable results through loyalty programs or campaigns.
Excellent communication, analytical, and project management skills.
Hands-on knowledge of CRM tools, data analytics, and digital marketing platforms.
Fluent in English; Arabic or other regional languages are an advantage.

Skills Set
Loyalty Program Development
CRM and Data-Driven Marketing
F&B Revenue Strategy
Partnerships and Community Relations
Digital Campaigns and Social Media
Guest Engagement and Retention
Training and Team Enablement