Guest Relations Supervisor – Guest Experience & Service Excellence Leader at InterContinental Residences Dubai Business Bay
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Key skills for this role
About the Role
InterContinental Residences Dubai Business Bay is seeking a Guest Relations Supervisor to support daily guest experience operations and ensure exceptional service delivery.
Key Skills for This Role
Responsibilities
- Welcome guests and provide personalized service throughout their stay
- Recognize VIPs, repeat guests, and special occasions
- Proactively engage with guests to understand their needs and preferences
- Ensure guest requests are handled efficiently and professionally
- Support daily guest relations activities and team coordination
- Monitor guest feedback and follow up on service concerns
- Maintain accurate guest profiles and preferences within hotel systems
- Assist in coordinating guest amenities and personalized arrangements
- Respond promptly to guest concerns and complaints
- Investigate service issues and implement appropriate solutions
- Collaborate closely with Front Office, Housekeeping, Engineering, and Food & Beverage teams
- Support seamless service delivery across departments
Requirements
- 2 4 years in Guest Relations, Front Office, or Guest Experience operations
- Previous supervisory or team leadership experience preferred
- Experience in luxury hotels, resorts, or branded residences is an advantage
- Knowledge of Opera or similar Property Management Systems preferred
- GCC/Dubai hospitality experience is a plus
- Outstanding communication and interpersonal skills
- Guest centric mindset with a passion for service excellence
- Strong problem solving and conflict resolution abilities
- Organized and able to manage multiple priorities effectively
Full Job Posting
Role Overview
- InterContinental Residences Dubai Business Bay is seeking a Guest Relations Supervisor to support daily guest experience operations.
- This role is designed for a service driven, proactive, and guest focused professional who leads by example.
Guest Experience & Engagement
- Welcome guests and provide personalized service throughout their stay.
- Recognize VIPs, repeat guests, and special occasions.
- Proactively engage with guests to understand their needs and preferences.
- Ensure guest requests are handled efficiently and professionally.
Guest Relations Operations
- Support daily guest relations activities and team coordination.
- Monitor guest feedback and follow up on service concerns.
- Maintain accurate guest profiles and preferences within hotel systems.
- Assist in coordinating guest amenities and personalized arrangements.
Service Recovery & Problem Resolution
- Respond promptly to guest concerns and complaints.
- Investigate service issues and implement appropriate solutions.
- Follow up with guests to ensure satisfaction and resolution.
- Escalate complex matters when necessary while maintaining guest confidence.
Cross Department Coordination
- Collaborate closely with Front Office, Housekeeping, Engineering, and Food & Beverage teams.
- Ensure guest requests and special requirements are communicated effectively.
- Support seamless service delivery across departments.
- Assist with arrivals, departures, and special event coordination.
Quality & Compliance
- Maintain adherence to brand service standards and procedures.
- Support guest satisfaction reporting and service audits.
- Ensure confidentiality and professionalism in all guest interactions.
- Follow health, safety, and operational guidelines.
What We Need From You
- Hospitality related qualification preferred.
- 2–4 years in Guest Relations, Front Office, or Guest Experience operations.
- Previous supervisory or team leadership experience preferred.
- Experience in luxury hotels, resorts, or branded residences is an advantage.
- Knowledge of Opera or similar Property Management Systems preferred.
- GCC/Dubai hospitality experience is a plus.
Personal Attributes
- Outstanding communication and interpersonal skills.
- Guest centric mindset with a passion for service excellence.
- Professional, confident, and approachable personality.
- Strong problem solving and conflict resolution abilities.
- Organized and able to manage multiple priorities effectively.
- Positive attitude with commitment to quality and continuous improvement.
What You Can Expect From Us
- Competitive compensation and valuable employee benefits.
- Full uniform provision, generous accommodation discounts.
- Access to world class training and long term career growth opportunities.
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