Guest Experience Specialist - Front Office - InterContinental® Hotel Dubai Festival City

Role Overview

Guest Experience Specialist - Front Office at InterContinental Hotel Dubai Festival City, part of InterContinental Hotels Group at Dubai Festival City.

Company Overview

InterContinental Hotels Group operates four hotels at Dubai Festival City: InterContinental, InterContinental Residence Suites, Crowne Plaza, and Holiday Inn & Suites. The cluster includes over 1,600 rooms, 16 restaurants and bars, a 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, Spa InterContinental, and state-of-the-art gym and swimming pool facilities. The team consists of over 1,200 colleagues dedicated to creating memorable guest experiences.

Role Purpose

To deliver warm, attentive front desk service that sets the tone for guests' stays, managing check-in and check-out processes, handling guest requests and concerns, and serving as a trusted brand ambassador for the InterContinental luxury experience.

Key Responsibilities

Guest Welcome and Recognition

• Provide a warm welcome that initiates a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests in person and by phone.
• Record and act on guest preferences to stay ahead of their needs.

Reservations and Transactions

• Take and manage guest bookings and identify upselling opportunities.
• Inform guests about ways to enhance their stay.
• Handle cash and credit card transactions.

Check-In and Check-Out

• Swiftly process guest check-ins and check-outs.
• Collect guest identification documents and distribute room keys.
• Control and release safety deposit boxes.

Guest Support

• Handle guest messages, requests, questions, and concerns.
• Serve as a trusted contact for all guest needs, from billing issues to local knowledge.
• Escalate issues to management when necessary.

Brand Representation and Safety

• Take pride in appearance and role as a brand ambassador.
• Follow all safety procedures and report incidents.
• Wear protective gear as required.

Operational Awareness

• Maintain awareness of daily events and activities scheduled at the property.
• Support colleagues with ad-hoc duties as needed.

Qualifications & Experience

• High school diploma or equivalent qualification required.
• College or university degree is a bonus but not essential.
• Minimum one year of experience in a front desk or guest service position at a 5-star property preferred.

Skills & Competencies

• Fluency in English language required; additional language skills valued.
• Strong communication skills with guests and colleagues.
• Proficiency in reading, writing, and basic mathematics.
• Technical competency, including familiarity with Opera reservations system.
• Ability to work independently and within a team environment.
• Flexibility to work night, weekend, and holiday shifts.

Additional Information

• Competitive salary commensurate with experience.
• Room discounts at InterContinental Hotels Group properties.
• Comprehensive training programs.
• Commitment to inclusive, welcoming workplace culture that celebrates differences.
• myWellbeing framework supporting health, lifestyle, and workplace wellbeing.
• Equal employment opportunities provided to all applicants.