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Guest Experience Manager (Duty Manager) - Front Office at InterContinental Hotel Dubai Festival City
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Category
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Management/ Consulting
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Skill Set
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assessment skills,communication skills,creativity,critical analysis,critical thinking,interpersonal relations,organizational skills,problem solving,stress management
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Career Level
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Junior
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Employment Type
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Full Time
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Min Work Experience
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2 - 5 Years
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Min Educational Level
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Bachelors Degree
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Monthly Salary
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Unspecified
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Benefits
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As per UAE labour law
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Description
About Us
As the world''s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.
Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.
If you''d like to embrace a wider world of experiences and opportunities, we''d like to welcome you to the world''s most international luxury hotel brand.
The InterContinental Hotels Group® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 900 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.
Your day to day
Guest Experience
Ensure your front office and concierge team delivers a great service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to engage with guests.
Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
Conduct routine inspections of the front office, concierge and public areas and take immediate actions to correct any deficiencies.
Ensure front office team recognizes all IHG rewards club members and enrolment targets are met, while monitoring heartbeat score to highlight area of improvement and share guest feedbacks.
People
Monitoring colleague’s performance, plan and assign work and establish performance and development goals for team members.
Provide mentoring, coaching and regular feedback to improve team member performance and conducting their midyear and annual reviews.
Educate and train team members in compliance with federal, state and local laws and safety regulations.
Ensure staff is properly trained and has the tools and equipment to carry out job duties.
Ensure your team are properly trained on systems, security, service and brand standards
Ensure grooming standards in place and coach if necessary.
Financial
Motivate your team to increase occupancy and ADR through walk-ins and upselling at the front desk
Oversee and perform night audit function and preparation of daily financial reports in absence of Night Supervisor.
Monitor credit limit reports, contact long stay guest for payments follow up and flag irregularities to management team.
Liaise with finance and sales team with strong follow-ups on paymaster accounts.
Monitor rebates, paid outs, cash refunds as per Hotel policy and sign within the finance policy.
Responsible Business
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
Handles room’s allocation and overbooking situations by liaising with cluster properties or otherwise.
Create and control long stay’s bookings, prepare accurate and clear invoices whenever required.
Ensures DTCM reports are up to date and in line with requirements from DTCM to avoid fines
Respond to any emergencies that may occurs, e.g. fire, guest injuries etc., lead the communication and take the required action.
What we need from you
Ideally, you''ll have some or all of the following competencies and experience we''re looking for:
Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration
3 years’ guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience
Previous extended stay experience or experience in a hotel of similar size and complexity preferred
Must speak fluent English and preferably a 2nd language
What we offer
We’ll reward all your hard work with competitive salary and benefits.
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.
As the world''s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.
Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.
If you''d like to embrace a wider world of experiences and opportunities, we''d like to welcome you to the world''s most international luxury hotel brand.
The InterContinental Hotels Group® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 900 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.
Your day to day
Guest Experience
Ensure your front office and concierge team delivers a great service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to engage with guests.
Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
Conduct routine inspections of the front office, concierge and public areas and take immediate actions to correct any deficiencies.
Ensure front office team recognizes all IHG rewards club members and enrolment targets are met, while monitoring heartbeat score to highlight area of improvement and share guest feedbacks.
People
Monitoring colleague’s performance, plan and assign work and establish performance and development goals for team members.
Provide mentoring, coaching and regular feedback to improve team member performance and conducting their midyear and annual reviews.
Educate and train team members in compliance with federal, state and local laws and safety regulations.
Ensure staff is properly trained and has the tools and equipment to carry out job duties.
Ensure your team are properly trained on systems, security, service and brand standards
Ensure grooming standards in place and coach if necessary.
Financial
Motivate your team to increase occupancy and ADR through walk-ins and upselling at the front desk
Oversee and perform night audit function and preparation of daily financial reports in absence of Night Supervisor.
Monitor credit limit reports, contact long stay guest for payments follow up and flag irregularities to management team.
Liaise with finance and sales team with strong follow-ups on paymaster accounts.
Monitor rebates, paid outs, cash refunds as per Hotel policy and sign within the finance policy.
Responsible Business
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
Handles room’s allocation and overbooking situations by liaising with cluster properties or otherwise.
Create and control long stay’s bookings, prepare accurate and clear invoices whenever required.
Ensures DTCM reports are up to date and in line with requirements from DTCM to avoid fines
Respond to any emergencies that may occurs, e.g. fire, guest injuries etc., lead the communication and take the required action.
What we need from you
Ideally, you''ll have some or all of the following competencies and experience we''re looking for:
Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration
3 years’ guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience
Previous extended stay experience or experience in a hotel of similar size and complexity preferred
Must speak fluent English and preferably a 2nd language
What we offer
We’ll reward all your hard work with competitive salary and benefits.
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.
