Guest Relations Agent - Guest Relations - InterContinental Dubai Festival City

Do you see yourself as a Guest Relations Agent for InterContinental Hotel Dubai Festival City?

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

The InterContinental Hotels Group at Dubai Festival City consists of four hotels. These include the luxury and lifestyle brand InterContinental, the lavish long-stay InterContinental Residence Suites, the premium Crowne Plaza, and the essentials Holiday Inn & Suites. In addition to over 1,600 rooms, the cluster boasts a selection of 16 restaurants and bars, an impressive 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious Spa InterContinental, and state-of-the-art gym and swimming pool facilities. We are looking for people who are friendly, welcoming, and full of life to join over 1,200 colleagues who are always finding ways to make every guest's 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

• Ensure rooms for VIPs, long-term guests, and InterContinental Ambassador members are prepared prior to arrival and that their experience is smooth from pre-arrival through to farewell, including during late-night or early-morning arrivals.
• Stay informed about daily hotel activities, events, and local happenings to provide relevant recommendations and assistance.
• Maintain high visibility throughout public areas, especially during peak times, ensuring a welcoming and secure lobby experience, from front steps to the guest areas.
• Welcome guests upon arrival, assist with check-in/check-out procedures, and ensure a smooth and pleasant arrival and departure experience.
• Support loyalty initiatives by enrolling guests in IHG One Rewards and communicating program benefits clearly.
• Collaborate with other departments to maintain a seamless flow of communication and deliver exceptional service throughout the guest journey..
• Handle guest enquiries, concerns, and complaints with professionalism, identifying suitable solutions and liaising with relevant departments to ensure timely resolution.
• Build and maintain relationships with VIP guests by offering tailored services and amenities to enrich their experience.
• Conduct courtesy calls to checked-in guests and personally connect with long-stay guests to assess satisfaction.
• Ensure guests with a scheduled departure time receive a pre-departure call 30 minutes before their departure.
• Ensure smooth guest arrival and departure experiences, including proper room allocation and prompt resolution of any issues or concerns.
• Monitor guest feedback and online reviews, identifying opportunities for improvement and implementing strategies to enhance overall guest satisfaction.
• Ensure all brand standards and procedures are followed consistently across all guest interactions.
  
  

What we need from you

• Previous experience in a similar role within 5* luxury Hotel.
• Excellent problem-solving abilities, maintaining composure and professionalism in high-pressure situations.
• Fluency in multiple languages is an asset, as it allows for effective communication with a diverse range of guests.
• Strong interpersonal and communication skills, with a customer-oriented mindset and the ability to lead a team.
• Creativity and attention to the details.
• Knowledge of Opera PMS.
• Flexibility to work morning, evening, night shifts, weekends, and holidays.
  
  

What you can expect from us

We give our people everything they need to succeed, from a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business.

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 all applicants. We promote a culture of trust, support, and acceptance, always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the Room to Belong, Room to Grow, and a Room to Make a Difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us, and you’ll become part of our ever-growing global family.

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. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.