Guest Experience Manager - Front Office - InterContinental® Hotel Dubai Festival City
Hotel Brand: InterContinental
Location: United Arab Emirates, Dubai
Hotel: Dubai Festival City (DXBHB), PO 45777, 45777
Job number: 127260
Do you see yourself as a Guest Experience Manager 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® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four 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 and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 900 colleagues who are always finding ways to make every guests 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
- Monitor reception colleagues to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Work closely with reception team to ensure loyalty and ambassador members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service & enrolment targets are met.
- Inspects all VIP rooms prior to arrival, greet VIP and escort personally on arrival/bidding farewell.
- Promotes loyalty & ambassador programs and acts as champion for both programmes.
- Attention to detail on special requests by having updated database on guest profile captured through glitches / preferences.
- Handle guest complaints and refer them as necessary, follows up on corrective / preventive action.
- Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
- Organize and conduct regular meeting for all reception team to facilitate communications and smooth operations;
- Prepare efficient work schedule for reception team, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
- Conduct courtesy calls, driving the guest experience through service quality and continuous improvement.
- Assists in planning for future staffing needs, and assists in recruiting in line with company guidelines, prepares and administers detailed induction program for new staff aligned with room to have a great start.
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
- Ensures training needs analysis of reception team is carried out and training programmes are designed and implemented to meet needs by working together with the Front Office Manager; provides input for probation and formal performance appraisal discussions in line with company guidelines, coaches, counsels and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with staff and maintains good relations.
What we need from you
- Associate degree in hospitality management or equivalent work experience, with certified accreditation and a minimum of 2 years' experience as a GRM in a 5-star property with 300+ inventory.
- Proficiency in Ms Office, Jana, and Opera skills
- Strong proficiency in spoken and written Business English. Additional language skills in communication are preferred.
What you can expect from us
We’ll reward all your hard work with competitive salary and benefits.
Join us and you’ll become part of the global IHG® family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.
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