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Guest Experience Leader

1 week ago

Dubai, Dubai, United Arab Emirates IHG Hotels & Resorts Full time
Roles and responsibilities
  • Supervise front office operations during assigned shift.
  • Supervise cashiering activities during shift.
  • Keep updated on financial targets & compile occupancy statistics.
  • Supervise Group Bookings
  • Assist in handling guest complaints.
  • Be familiar with property safety, first aid and fire and emergency procedures.
  • Instructing staff in credit policies and cash security procedures
  • Conduct job trainings in accordance with departmental standards
  • Provide constructive feedback & assist in performance appraisal discussions.
  • Enhancing team performance through coaching & advising the staff

What we need from you

  • Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you'll be easy to talk to
  • Fluency in the English language - extra language skills would be great, but not essential
  • Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers, especially our reservations system, Opera.
  • Flexibility - night, weekend and holiday shifts are all part of the job
  • You'll have a high school diploma/qualification or a bachelor from university within a relatable field.
  • Experience - ideally, you'll have spent at least two year in a front desk or guest service position in a 5 star property
  • Ability to work independently and within a team environment
Desired candidate profile

1. Customer Service Excellence

  • Providing exceptional and personalized service to guests.
  • Addressing guest inquiries, concerns, or feedback in a professional and timely manner.
  • Anticipating guest needs and exceeding expectations.

2. Communication Skills

  • Clear and effective verbal and written communication.
  • Active listening to understand guest concerns and preferences.
  • Conveying information about services, promotions, or policies confidently.

3. Problem-Solving and Conflict Resolution

  • Handling guest complaints with empathy and tact.
  • Identifying solutions to ensure guest satisfaction.
  • Staying calm under pressure and resolving conflicts effectively.

4. Leadership and Team Coordination

  • Guiding team members to deliver a consistent and superior guest experience.
  • Acting as a role model for customer service excellence.
  • Providing feedback and coaching to staff to improve service standards.

5. Interpersonal Skills

  • Building rapport and trust with guests.
  • Demonstrating empathy, patience, and a friendly demeanor.
  • Adapting communication style to different personalities and cultures.

6. Time Management and Multitasking

  • Balancing multiple guest interactions simultaneously.
  • Prioritizing tasks to ensure a seamless guest experience.
  • Managing schedules and deadlines effectively.

7. Attention to Detail

  • Noticing and addressing small details that enhance the guest experience (e.g., cleanliness, ambiance).
  • Ensuring that all guest preferences and requests are accurately noted and fulfilled.

8. Product and Service Knowledge

  • In-depth understanding of the company's offerings, services, and promotions.
  • Educating guests about available options to enhance their experience.
  • Staying updated on changes or new features.

9. Adaptability

  • Handling dynamic and fast-paced environments with ease.
  • Adapting to changing guest needs or unexpected situations.
  • Learning and using new tools or systems for guest management.

10. Tech Savviness

  • Proficiency in using customer relationship management (CRM) tools, point-of-sale (POS) systems, and other software.
  • Leveraging technology to streamline the guest experience (e.g., mobile check-ins, surveys).

11. Emotional Intelligence

  • Understanding and managing one's emotions and those of others.
  • Maintaining a positive attitude and high energy to create a welcoming environment.

12. Upselling and Revenue Generation

  • Identifying opportunities to promote additional services or products that align with guest needs.
  • Increasing revenue while maintaining a guest-focused approach.