Guest Experience Supervisor at Holiday Inn and

4 weeks ago

Dubai, United Arab Emirates IHG Full time

**About us**
Travel is a journey. At Holiday Inn, we help make it a joy.

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guest’s stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So, if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn® family.

Holiday Inn & Suites Dubai Science Park, a preopening hotel, is looking for an active **Guest Experience Supervisor **to join their extraordinary team Ideally located in the heart of Dubai Science Park, in the most sought after residential area of Dubai. Minutes away from mega malls, magnificent Jumeirah Beaches, world’s leading tourist attractions and Parks, auto drome and over 5 championship golf courses. The Holiday Inn & Suites at Dubai Science Park will include 240 hotel rooms and suites and 84 one-bedroom apartments, anchor F&B offerings and an extensive 1026sqm cutting-edge meeting and events facilities.

**Your day to day**
- As a Guest Experience Supervisor, you are responsible to liaise between operational departments to ensure that guest preferences are met and exceeded.
- Responsible for all activities relevant to the guest relations department such as VIP relations, rooming of guests, assisting with show rounds to achieve the highest possible guest satisfaction to current and future VIPs.
- Ensures maximum interaction is achieved with all hotel guests, specifically V.I.Ps, and loyalty member are recognized as per their status and receiving special treatment.
- Demonstrate service attributes in accordance with industry expectations and company standards including:

- Being attentive to guests,
- Accurately and promptly fulfilling guests requests,
- Anticipate guests needs,
- Maintain a high level of knowledge which affects the guest experience,
- Demonstrating a ‘service’ attitude.
- To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize hotel sales.
- Responsible in identifying and rating VIP Arrivals and manages timely distribution of supplies and amenities in the room prior to arrival.
- Perform daily courtesy calls upon arrival, pre/post stay, IHG Rewards Club and Ambassador Guests as well as Return Guest following complaints to give special attention/recognition and follow up.
- Review arrival lists for all arrivals and VIP’s to gain knowledge of guests’ profile and history.
- Ensure that room allocations, amenities and special requests are attended to pro actively.
- Ensure that the update of all guest profiles with preferences/requests is done, and maintain efficient, up to date guest profile database in PMS, as well as regular guest history log.
- Ensure that all customers’ queries, special requests and complaints are handled in a polite, efficient manner while maintaining a consistent high level of customer service. Refer problems to the manager if unable to assist.
- Pro actively informs other operational departments such as Housekeeping, Engineering and F&B on matters related to arrival times, special requests and VIP amenity set ups.
- Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys.
- Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable on where further information can be obtained.
- Knowledgeable about the different software programs utilized in the Guest Services Department

**What we need from you**
Ideally, you have 1-2 years of similar or relative experience in a 4 or 5 star hotel. Excellent English communication skills and well-versed in hotel systems. Amenable for working rotating shifts and proven leadership skills.

**What we offer**
We’ll reward all your hard work with competitive salary and benefits.

Go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.

Job Reference: EMEAA35618

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