Guest Experience Leader

IHG Hotels & Resorts

Job Title
Guest Experience Leader Front Office Holiday Inn and Suites Dubai Festival City Dubai, UAE
Job Description
Guest Experience Leader Front Office Holiday Inn and Suites Dubai Festival City Dubai, UAE

Position Overview
Holiday Inn and Suites Dubai Festival City is looking for an enthusiastic and service-driven Guest Experience Leader to join its Front Office team. The role focuses on ensuring a smooth and memorable guest journey from arrival to departure while maintaining brand standards of warmth, efficiency, and professionalism. This position offers an exciting opportunity to work within one of Dubai s most vibrant hotel clusters under IHG Hotels and Resorts.

Job Details
Country: UAE
City: Dubai
Industry: Hospitality / Hotels
Function: Front Office / Guest Relations
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

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

Ideal 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

Skills Set

* Guest service and communication
* Reservation and front desk operations
* Problem-solving and conflict resolution
* Cash handling and administrative accuracy
* Teamwork and adaptability