Guest Experience Manager (Arabic Speaker) at InterContinental Residence Suites Dubai Festival City


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Front Office, Front Office Manager
Job Level

Do you see yourself as a Guest Experience Manager?


What's your passion? Whether you're into scuba
diving, golf or dancing the tango, at IHG® we're interested in you. We love
people who apply the same amount of passion and precision to their jobs as they
do to their hobbies.  Imagine working for a company that gives you Room to
be yourself.  Our commitment to our people is to deliver room to have a
great start, to learn and grow, to perform, to be recognized and rewarded, to
be involved and to take the initiative and lead. 


The InterContinental Hotels
Group (IHG®) properties in Dubai Festival City consist of three hotel brands.
These include the luxury brand InterContinental, the superior upscale Crowne
Plaza and the lavish long-stay InterContinental Residence Suites. In addition
to over 1000 bedrooms, the three 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 facilities, and
swimming pool facilities. 


We are looking for
confident, sophisticated and internationally-minded people to join over 1200
colleagues who are committed to maintaining the highest standards of luxury,
quality and service which define our company.  We value the passion and
enthusiasm of our colleagues, and encourage you to share your passion when you
work with us.


At the moment we're looking for a Guest Experience Manager to join our energetic, enthusiastic and
passionate team at InterContinental Residence Suites - Dubai Festival City.


primary responsibility of this role is to structure the Front Office Department policies and procedures to deliver “Great
Hotels, Guests Love” and create the right environment in which our colleagues
can experience our Winning Ways and IHG® commitment. Under the direction of the
Residence Manager, and in full support from the direct reports of Duty Managers and Front Office Supervisors,
the Guest Experience Manager is responsible for managing a team, in
order to deliver the highest level of service to all guests. Particular
attention must be given to the implementation and delivery of “Return to
luxury” Intercontinental brand standards and the recognition of the VIP and
long term guests, IHG Rewards Club Members and Royal Ambassadors. In the Role
of Guest Experience Manager you will be required to work closely with the Duty Managers
and other operational managers to ensure synergies exist between sections and
to ensure all Front Office operations run in an efficient and effective manner.



The key responsibilities are:


·         Implement new Front
Office policies and procedures as required in order to standardize guest’s 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, driving the welcome/farewell interviews

·         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 to 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.

·       Liaise with Housekeeping and Engineering Department to
ensure room standards are maintained and the “Room Ready on Arrival” policy is
adhered to.

·       Ensure colleagues maintain appropriate standards of
conduct, dress, hygiene, uniforms, appearance and posture of departmental

·       Attend the
required meetings in the absence of the Residence Manager.

·       Ensure the
synergies between the operational departments in the absence of the Residence

·       Organizes and
facilitate Resident’s cocktail parties

·       Driving the guest
experience through service quality and continuous improvement, asking regular feedback
from the guests using I interview, surveys or open discussion.

·       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

·         Ensure Intercontinental brand standards, policies and procedures are
adhered too at all times for both short and long term guests..

·         Conducts property tours and room inspection when required and recommend
areas for improvement

·         Drives the action of Green engagement Level 3 along with other



·         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

·         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 modeling our IHG Company
    Values, Winning Ways, Service behaviors, Leading employee engagement

  • 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

  • Organizes and drives monthly FO
    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. 

  • Ideally, you'll have
    some or all of the following qualifications and experience we're looking



    ·         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 FO management, preferably
    in GCC countries.

    ·         Strong ability to impact
    and influence senior management teams to work better together in a systematic
    way that drive sustaining operational improvement.

    ·         In depth knowledge of
    the hospitality business, so as to be able to advise hotel management on hotel
    processes and what drives guest satisfaction

    ·         Possess strong
    organizational, coordination, analytical, problem solving and interpersonal

    ·         A dynamic team player

    ·          Prior
    work experience in a multi-unit complex would be an advantage.

    ·          Verbal
    / Written Fluency in ARABIC IS A MUST


    In return we'll give you a competitive financial
    and benefits package including accommodation, free meals on duty, hotel
    discounts worldwide and the chance to work with a great team of people. Most
    importantly, we'll give you the room to be yourself.


    At IHG® we are committed to developing our team
    and managing our talent and would encourage internal as well as external
    candidates to apply for any of our vacancies.


    So what's your passion?
    Please apply on-line and tell us how you can bring your individual skills to IHG®.


    To find out more about
    us or any other jobs with IHG® please look at www.IHG®.com/careers


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