Guest Relations Team Leader – Guest Experience & Service Leadership Partner InterContinental Residences Dubai Business Bay
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Key skills for this role
About the Role
InterContinental Residences Dubai Business Bay seeks a Guest Relations Team Leader to lead daily guest relations operations and deliver exceptional luxury experiences. You will support the Assistant Front Office Manager, mentor colleagues, and ensure personalized service for VIPs and long-stay guests.
Key Skills for This Role
Responsibilities
- Lead daily Guest Relations operations during assigned shifts
- Welcome guests and provide personalised service throughout their stay
- Build strong guest relationships and anticipate individual needs
- Recognise VIPs, long stay guests, repeat visitors, and special occasions
- Ensure guest requests are handled promptly and professionally
- Support onboarding, coaching, and development of Guest Relations colleagues
- Monitor guest feedback and identify opportunities for service improvement
- Respond to guest concerns with empathy, professionalism, and urgency
Requirements
- 3–5 years of experience in Guest Relations, Front Office, or Guest Experience operations
- Previous Team Leader, Senior Guest Relations, or Supervisory experience preferred
- Experience within luxury hotels, resorts, branded residences, or premium hospitality environments
- Working knowledge of Opera PMS or similar property management systems
- GCC/UAE hospitality experience preferred
- Hospitality related qualification preferred
- Outstanding communication and relationship building skills
- Strong leadership and coaching abilities
Full Job Posting
Role Overview
- InterContinental Residences Dubai Business Bay seeks a Guest Relations Team Leader to support delivery of exceptional guest experiences.
- This role combines leadership, operational excellence, and genuine care for guests.
Your Day to Day
- Welcome guests and provide personalised service throughout their stay
- Build strong guest relationships and anticipate individual needs
- Recognise VIPs, long stay guests, repeat visitors, and special occasions
- Ensure guest requests are handled promptly and professionally
- Lead daily Guest Relations operations during assigned shifts
- Support onboarding, coaching, and development of Guest Relations colleagues
- Monitor guest feedback and identify opportunities for service improvement
- Respond to guest concerns with empathy, professionalism, and urgency
- Work closely with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments
What We Need From You
- Hospitality related qualification preferred
- 3–5 years of experience in Guest Relations, Front Office, or Guest Experience operations
- Previous Team Leader, Senior Guest Relations, or Supervisory experience preferred
- Experience within luxury hotels, resorts, branded residences, or premium hospitality environments
- Working knowledge of Opera PMS or similar property management systems
- GCC/UAE hospitality experience preferred
- Outstanding communication and relationship building skills
- Strong leadership and coaching abilities
- Passion for delivering exceptional guest experiences
- Professional, confident, and approachable personality
- Excellent problem solving and decision making skills
What You Can Expect From Us
- Competitive compensation and valuable employee benefits
- Full uniform provision
- Generous accommodation discounts
- Access to world class training supporting long term career growth
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