Guest Experience Specialist

Job Title
Guest Experience Specialist InterContinental Dubai Festival City Dubai, UAE
Job Description
Guest Experience Specialist InterContinental Dubai Festival City Dubai, UAE

Role Summary
InterContinental Dubai Festival City is looking for a Guest Experience Specialist to join its front office team. In this role, you will be the first point of contact for guests, ensuring their stay begins with a warm welcome and continues with personalized service throughout. You will handle check-ins, check-outs, reservations, guest inquiries, and service requests while acting as a trusted brand ambassador of the InterContinental standard of luxury.

Job Details
Location: United Arab Emirates
Location: Dubai
Industry: Hospitality / Travel
Function: Guest Services / Concierge
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time

What You ll Do

* Welcome guests warmly and ensure a seamless check-in and check-out process
* Recognize and acknowledge IHG Rewards Club members and returning guests
* Manage bookings, upsell services, and provide information to enhance guest stays
* Handle cash and credit card transactions accurately
* Record guest preferences, respond to requests, and resolve issues promptly
* Act as a reliable contact for guests, assisting with billing inquiries, directions, and local recommendations
* Ensure safety by following hotel security and incident reporting procedures
* Maintain professional grooming and represent the InterContinental brand with pride
* Stay updated on daily hotel events, activities, and promotions
* Support colleagues with ad-hoc responsibilities when needed

Ideal Profile

* High school diploma required; college or university degree is an advantage
* Minimum 2 years of front desk or guest service experience in a 5-star property
* Proficiency in English; additional languages are an advantage
* Strong communication and interpersonal skills with a guest-focused mindset
* Literate, tech-savvy, with knowledge of Opera or similar reservation systems
* Ability to multitask and remain calm under pressure
* Flexible availability, including nights, weekends, and holidays
* Team player with the ability to work independently when required