Guest Experience Supervisor at Intercontinental

4 weeks ago

Dubai, United Arab Emirates InterContinental Full time

Do you have a passion for creating unforgettable experiences for others? If so, we invite you to embark on a career journey like no other at InterContinental Hotels Group (IHG®)

InterContinental Residences Business Bay & Crowne Plaza Business Bay are nestled in the heart of Dubai's bustling business district, providing a sanctuary of tranquility amidst the city's vibrant landmarks. Located just a short distance from the outstanding Dubai Mall and the awe-inspiring Burj Khalifa, both hotels strive to provide the epitome of luxury and lifestyle filled with elegance and sophistication.

With the combination of 456 meticulously designed rooms, each offering unparalleled comfort and style, guests will be immersed in a world of grandeur. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to join the pre-opening team as **Guest Experience Supervisor** and let us help you create a career journey like no other.

**As a professional in your role, your responsibilities and essential job functions will include but are not limited to**:

- Supervise and lead a team of Guest Experience Agents, providing guidance and support.
- Ensure smooth operations of the front desk and guest services, maintaining high standards of service.
- Train new team members on front office procedures, guest service standards, and hotel policies.
- Monitor the performance of Guest Experience Agents, providing feedback and coaching as necessary.
- Handle escalated guest issues and complaints, resolving them in a timely and satisfactory manner.
- Assist with guest check-ins and check-outs, ensuring efficiency and accuracy.
- Oversee the coordination of guest requests and ensure they are fulfilled promptly and accurately.
- Maintain knowledge of hotel facilities, services, and local attractions to provide recommendations to guests.
- Monitor and maintain the cleanliness and organization of the front desk area and lobby.
- Conduct regular audits of guest accounts, ensuring accuracy and adherence to hotel policies.
- Prepare reports on guest satisfaction, occupancy levels, and other relevant metrics.
- Assist with administrative tasks, such as scheduling, payroll, and inventory management.

**Ideally, you should possess some or all the following qualifications and experience**:

- Previous experience in a supervisory role in a hotel front office or guest services department.
- Excellent leadership and team management skills, with the ability to motivate and inspire a team.
- Strong knowledge of front office procedures, guest service standards, and hotel policies.
- Exceptional communication and interpersonal skills, with a customer-focused mindset.
- Proficiency in operating hotel reservation systems, such as Opera or similar software.
- Ability to handle guest complaints and difficult situations with professionalism and empathy.
- Strong organizational and multitasking abilities, with the ability to prioritize tasks effectively.
- Attention to detail and accuracy in handling guest information and transactions.
- Knowledge of local attractions, restaurants, and transportation options to assist guests.
- Flexibility to work shifts, including evenings, weekends, and holidays.
- Fluency in written and spoken English, additional languages a plus.

In return we'll give you a competitive financial and benefits package and the chance to work with a great team of people. Most importantly, we'll give you Room to be yourself.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming diverse backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow, and make a difference in a collaborative environment. We are committed to supporting wellbeing in your health, lifestyle, and workplace.

We are an equal opportunities employer.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity.

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