Job Summary:
Join InterContinental Hotel® Dubai Festival City as a Guest Experience Specialist, where you will be the face of the hotel, delivering exceptional service and creating memorable experiences for our guests.

Responsibilities:

• Provide a warm and welcoming experience for all guests upon arrival and throughout their stay.
• Acknowledge IHG Rewards Club members and returning guests, both in person and over the phone, ensuring personalized service.
• Manage guest bookings, including check-ins and check-outs, while upselling services and amenities to enhance their stay.
• Handle cash and credit transactions accurately, ensuring compliance with hotel policies.
• Record and respond to guest preferences, requests, and concerns promptly to ensure their needs are met.
• Serve as a trusted point of contact for guests, assisting with billing inquiries, local knowledge, and special requests.
• Maintain a thorough understanding of hotel events, activities, and services to provide accurate information to guests.
• Ensure the safety of guests by adhering to safety procedures and reporting any incidents promptly.
• Represent the hotel brand by maintaining a professional appearance and demeanor at all times.
• Collaborate with colleagues in various departments to enhance guest satisfaction and resolve any issues.
• Participate in training and development opportunities to improve skills and service delivery.
• Assist with ad-hoc duties as needed to support team members and hotel operations.

Requirements:

• Strong communication skills, with the ability to interact effectively with guests and colleagues.
• Fluency in English; proficiency in additional languages is a plus.
• Technologically savvy with a good grasp of computer systems, particularly reservations software (e.g., Opera).
• Flexibility to work various shifts, including nights, weekends, and holidays.
• High school diploma or equivalent; a college or university degree is advantageous but not essential.
• Minimum of 24 months of experience in a front desk or guest service role in a 5-star hotel environment.
• Ability to work independently and collaboratively within a team.
• Strong problem-solving skills and the ability to handle guest complaints with professionalism and poise.
• Attention to detail and a commitment to delivering high-quality service.

Level of Education:

• High school diploma or equivalent; higher education is preferred.

Work Hours:

• Full-time position with flexible hours, including nights, weekends, and holidays.

Experience in Months:

• Minimum of 24 months (2 years) of relevant experience in a guest service role in a luxury hotel setting.