Guest Relations Manager at InterContinental Residences Business Bay & Crowne Plaza Business Bay (Pre-Opening)

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 Relations Manager 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:

• Manage and oversee the Guest Relations team, ensuring excellent customer service and guest satisfaction.
• Develop and implement guest relations strategies to enhance the overall guest experience.
• Train and mentor Guest Relations team members, providing guidance and support.
• Handle escalated guest issues and complaints, resolving them in a timely and satisfactory manner.
• Maintain a strong presence at the front desk, greeting and assisting guests as needed.
• Coordinate VIP and special guest arrivals, ensuring personalized attention and seamless check-in process.
• Foster relationships with guests, anticipating their needs and ensuring a memorable stay.
• Oversee the coordination of guest requests and ensure they are fulfilled promptly and accurately.
• Collaborate with other departments, such as housekeeping and maintenance, to ensure guest satisfaction.
• Monitor guest feedback and reviews, taking necessary actions to address any areas of improvement.
• Conduct regular staff meetings to communicate updates, share best practices, and address any issues.
• Prepare reports on guest satisfaction, guest preferences, and other relevant metrics.
• Assist with administrative tasks, such as scheduling, budgeting, and inventory management.
  
  

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

• Preferably candidates with pre-opening hotel experience.
• Previous experience in a guest relations or customer service role in a hotel or hospitality industry.
• Proven 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.
• Ability to handle guest complaints and difficult situations with professionalism and empathy.
• Proficiency in operating hotel reservation systems, such as Opera or similar software.
• 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.
• Bachelor’s degree in hospitality management or related field preferred
  
  

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. 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. Let’s Go Further Together.

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.