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. The role involves welcoming guests, coordinating guest relations activities, handling service recovery, and collaborating with departments.
Key Skills for This Role
Responsibilities
- Welcome guests and provide personalised service throughout their stay
- Recognise 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 personalised 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
- Outstanding communication and interpersonal skills
- Guest centric mindset with a passion for service excellence
- Strong problem solving and conflict resolution abilities
- Organised and able to manage multiple priorities effectively
Full Job Posting
Role Overview
- At InterContinental Residences Dubai Business Bay, we are seeking a Guest Relations Supervisor to support daily guest experience operations and ensure exceptional service delivery throughout every stage of the guest journey.
- This role is designed for a service driven, proactive, and guest focused professional who leads by example.
Your Day to Day
- Welcome guests and provide personalised service throughout their stay
- Recognise 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 personalised 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
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
- 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
- Organised and able to manage multiple priorities effectively
- Positive attitude with commitment to quality and continuous improvement
What You Can Expect from Us
- Competitive compensation
- Valuable employee benefits
- Full uniform provision
- Generous accommodation discounts
- Access to world class training
- Support for wellbeing through myWellbeing framework
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