INSTANT SERVICE CENTRE SUPERVISOR – Holiday Inn & Staybridge Suites Dubai Business Bay

Role Overview

Instant Service Centre Supervisor at Holiday Inn & Staybridge Suites Dubai Business Bay, operated by IHG Hotels and Resorts. The property is located in Dubai's Business Bay, near Burj Khalifa, The Dubai Mall, and Jumeirah Beach.

Company Overview

Holiday Inn & Staybridge Suites Dubai Business Bay is a cluster of hotels featuring 275 hotel rooms, 120 studios and one and two-bedroom apartments, F&B offerings, and meeting and events facilities. IHG Hotels and Resorts is one of the world's leading hotel groups, committed to delivering True Hospitality for Good since 1952.

Role Purpose

Lead and supervise the Instant Service Centre team to deliver prompt, courteous, efficient and personalized guest service in line with Brand Standards. Take ownership of guest requests, concerns and complaints, ensuring resolution to guest satisfaction while maintaining operational excellence and supporting smooth hotel operations.

Key Responsibilities

Guest Experience & Service Delivery

• Lead and supervise the Instant Service team to deliver prompt, courteous, efficient and personalized guest service in line with Brand Standards and hotel expectations.
• Take ownership of guest requests, enquiries and concerns, ensuring they are handled promptly, followed up effectively and resolved to the guest's satisfaction.
• Escalate complex issues to the Manager on Duty when required.
• Ensure all guest complaints are accurately logged, followed up and appropriately recorded in the guest profile for future reference.
• Handle incoming calls and guest messages via Opera promptly and professionally, while maintaining strict guest privacy and confidentiality.
• Handle In-Room Dining orders and ensure timely follow-up in accordance with Brand Standards.
• Maintain comprehensive knowledge of hotel facilities, activities, operating hours, promotions, events, local attractions and services to confidently assist guests with their enquiries and requests.
• Analyze guest feedback and identify opportunities to improve service delivery, consistency and the overall guest experience.
• Drive consistency in departmental and hotel standards, ensuring guest expectations are consistently met.

Operations & Systems Management

• Monitor and follow up on engineering, housekeeping and other operational requests through MessageBox, ensuring work orders are completed within the expected timeframe and guests are kept informed of any delays.
• Follow up on system failures and outstanding requests to support smooth and efficient hotel operations.
• Ensure all operational requests and information are recorded accurately and promptly in the relevant systems.
• Collaborate with the Front Office Operations Manager to achieve departmental KPIs and identify opportunities to improve operational efficiency.

Team Leadership & Development

• Manage the Instant Service team's schedules, working hours and annual leave to ensure effective operational coverage.
• Provide operational support and departmental coverage when required, including during team member absences.
• Train and coach team members on all relevant hotel and departmental SOPs, policies, procedures and service standards, ensuring consistent understanding and application.
• Monitor and follow up on LMS training requirements, ensuring all team members complete their assigned training within the required timelines.
• Support the ongoing training, development and performance management of team members, promoting a culture of continuous learning and exceptional guest service.
• Ensure the team consistently follows hotel Brand Standards, Standard Operating Procedures (SOPs), policies and procedures, including grooming standards and guest privacy requirements.

Compliance & Safety

• Respond to emergency calls appropriately and in accordance with hotel procedures.
• Consistently follow Do Not Disturb (DND) and Incognito procedures to protect guest privacy and security.
• Maintain a comprehensive understanding of hotel policies, procedures, service standards, facilities, activities and local conditions.
• Demonstrate strong product and destination knowledge, including current local events and relevant information, to provide accurate and helpful recommendations to guests.
• Consistently adhere to hotel and departmental policies, procedures, SOPs and service standards.
• Maintain a clean, organized and professional work environment, ensuring the office and workstation are free from clutter.

Qualifications & Experience

• 2–3 years proven experience in a supervisory role within the hospitality industry.
• Experience in team training, development and performance management.

Skills & Competencies

• Strong leadership, communication, interpersonal and problem-solving skills.
• Strong organizational skills and the ability to prioritize and manage multiple requests effectively.
• A genuine passion for guest service and creating memorable guest experiences.
• Ability to work collaboratively and remain calm, professional and solution-focused in a fast-paced hotel environment.
• Strong attention to detail and commitment to maintaining service, brand and operational standards.
• Fluency in the English language; extra language skills would be advantageous.
• Tech-savvy with a good grasp of Opera and MessageBox Systems.
• Naturally guest-focused and confident.
• Positive, energetic, and professional approach.
• Highly organized and reliable.
• Detail-oriented.
• Comfortable working under pressure.
• Flexible and operationally hands-on.
• A supportive team player.
• Passionate about delivering exceptional service.

Additional Information

• Flexibility required: night, weekend and holiday shifts are part of the role.
• Competitive salary that rewards your hard work.
• Uniforms provided.
• Generous room discounts.
• Access to world-class training and development programs for professional growth.
• myWellbeing Initiatives providing support across health, lifestyle, and workplace.
• IHG Hotels & Resorts provides equal employment opportunities to all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
• Inclusive workplace culture celebrating differences where every colleague can thrive professionally and personally.
• Promise of "Room to belong, Room to grow, and Room to make a difference."