Guest Experience Manager

4 weeks ago

Dubai, United Arab Emirates InterContinental Full time

Do you see yourself as a Guest Experience Manager for InterContinental Hotels Group® Dubai Festival City?

The InterContinental Hotels Group® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 900 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.

**A little taste of your day-to-day**:

- Implement new Front Office policies and procedures as required in order to standardize guest service delivery. Performs on-the-job training and coaching to ensure all colleagues are capable of delivering the InterContinental standards.
- Ensure standards and procedure are in place to ensure all IHG Rewards members and Ambassador members, long term guests and other VIPs receive special attention and recognition.
- Meet and greet all V.I.P. and long-term guests to ensure that their rooms are inspected and prepared prior to arrival.
- Drive the enrolment of IHG Rewards and Ambassador Members ensuring enrolments are in line with the required targets as set in the Performance Tracker.
- Proactively looks for ways of providing better service and to exceed guest expectations. When “glitches” occur, ownership is taken to implement service recovery and to ensure action is taken to address the issue in question to prevent its reoccurrence.
- Be knowledgeable, and ensure all direct reports are familiar with all hotel room types, outlets, and facilities and to be aware of all in house functions and events taking place.
- Work closely with the Duty Managers to control room availability, room types, accuracy of room count, and correct rate grid applied in alignment to hotel’s business strategy.
- Ensure colleagues maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employees.
- Ensure synergies between the operational departments in the absence of the Front Office Manager.
- Driving the guest experience through service quality and continuous improvement.
- Monitoring social media comments, reply accordingly and driving positive reviews
- Ensuring implementation and compliance of the Company’s Fire, Life and Safety requirements, by adhering to Risk assessment procedure of the department.
- Ensure Intercontinental brand standards, policies and procedures are always adhered too for both short
- and long-term guests.
- Conducts property tours and room inspection when required and recommend areas for improvement.
- Contribute toward achieving the annual Winning Metrics of the property.
- Drives up selling at the point of check-in to increase overall room revenue and increase the REVPAR uplift.
- Manages guest and stationary supplies to optimize cost and wastage.
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out and Paymaster’s are managed.
- Role modelling our IHG Company Values, Winning Ways, Service behavior's, Leading employee engagement activities.
- Delivery of hotel-wide and departmental communication, Conducting Annual and Mid-Year Performance Reviews and ability to identify talent for progression with PDP.
- Coaching and regular feedback sessions of colleagues, Implementation of departmental specific training programs.
- Organizes and drives monthly Front Office team meetings and outings in additional to the daily briefings.
- Ensures that good relations are maintained with all internal departments e.g., Housekeeping, Food & Beverage, Security, Recreation, Reservation and to meet with them regularly to discuss opportunities and any internal challenges.
- Oversee the completion of weekly departmental schedules and ensures holidays and vacations are planned in advance taking into consideration business demands.

**What we need from you**:

- Bachelor’s degree in business, Hospitality Hotel Administration, or two to four years demonstrable work experience in a leadership role, hotel operations, revenue management, business excellence or equivalent.
- A minimum of 3-4 years’ experience in Front Office management, preferably in GCC countries.
- Strong ability to impact and influence senior management teams to work better together in a systematic way that drives sustaining operational improvement.
- In depth knowledg

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