Guest Experience Leader Front Office
IHG Hotels & Resorts
Employer Active
Posted on 10 Oct
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities
- Welcome guests with genuine hospitality and ensure efficient check-in and check-out experiences
- Manage guest bookings, handle inquiries, and promote room upgrades or special offers
- Recognize IHG Rewards Club members and returning guests, ensuring personalized service
- Process cash and credit transactions accurately and maintain records securely
- Address guest feedback, requests, and complaints with empathy and prompt resolution
- Maintain strong communication with housekeeping, concierge, and other departments to ensure seamless service delivery
- Stay informed about hotel activities, events, and local attractions to assist guests effectively
- Monitor guest satisfaction levels and contribute to continuous improvement initiatives
- Support Front Office colleagues in delivering exceptional service during peak times or special events
- Uphold safety, security, and cleanliness standards at all times
Skills Set
- Guest service and communication
- Reservation and front desk operations
- Problem-solving and conflict resolution
- Cash handling and administrative accuracy
- Teamwork and adaptability
Desired Candidate Profile
High school diploma required; degree in Hospitality or Business preferred
Minimum of two years experience in front desk or guest service roles within a 4- or 5-star hotel
Proficiency in Opera or similar hotel property management systems
Excellent communication and interpersonal skills with fluency in English; additional languages are an advantage
Professional appearance, strong multitasking abilities, and attention to detail
Flexible to work night shifts, weekends, and public holidays
A positive and proactive attitude with a genuine passion for guest satisfaction
Company Industry
Department / Functional Area
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IHG Hotels & Resorts
Holiday Inn and Suites Dubai Festival City is part of IHG Hotels and Resorts, one of the world s leading hospitality groups with more than 6,000 hotels across 100 countries. The Dubai Festival City cluster includes InterContinental, InterContinental Residence Suites, Crowne Plaza, and Holiday Inn and Suites, offering more than 1,600 rooms, world-class dining options, and event facilities. Known for its friendly service and modern comfort, Holiday Inn and Suites Dubai Festival City provides guests with a bright and welcoming stay while offering team members a rewarding and dynamic career in hospitality.