receptionist

hr executive

hostess

customer service executive

front desk receptionist

guest experience representative

IHG Hotels & Resorts

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

Guest Experience Specialist

GuestReady

<div>Join GuestReady as a Guest Excellence Team Lead!
GuestReady is a game-changer in short-term rental and hospitality management, operating in the UK, France, Portugal, Spain, and the UAE. Since 2016, we&rsquo;ve been redefining the industry with cutting-edge technology and top-notch service. Now, we&rsquo;re on the lookout for a Guest Excellence Team Lead to join our Dubai office and provide outstanding support to our guests!
Role Overview
You will be responsible for leading the Guest Excellence team and ensuring the smooth delivery of guest services across all communication platforms, properties, and vendors. This includes managing VIP guest care, handling guest claims and escalations, and coordinating with cross-functional teams, all while maintaining a strong focus on service excellence, operational efficiency, and continuous improvement.
Key Responsibilities &amp; Tasks
Responsibilities
Team Leadership<ul>
<li>
Lead and manage the Guest Excellence team across all shifts to ensure consistent, high-quality service delivery.</li>
<li>
Oversee and schedule field greeters to ensure seamless coordination of in-person guest welcomes.</li>
<li>
Coach, mentor, and train team members to enhance individual performance and elevate service standards.</li>
<li>
Facilitate onboarding for new hires and lead continuous training initiatives for ongoing development.</li> 
<li>
Conduct regular one-on-one coaching sessions and performance evaluations.</li>
<li>
Organize and lead weekly team meetings to review KPIs, share updates, and align on service priorities.</li>
<li>
Serve as acting team lead in the absence of the Housekeeping Manager to maintain leadership continuity.</li>
<li>
Approve team expenditures and authorize guest refunds in accordance with company policies.</li>
</ul>
Operational Management<ul>
<li>
Personally handle VIP guest interactions and complex guest issues to ensure swift, effective resolutions.</li>
<li>
Manage escalated guest communications and claims via phone, email, WhatsApp, Airbnb, Booking.com, and other platforms.</li>
<li>
Investigate and resolve guest claims efficiently and professionally, ensuring clear documentation and follow-through.</li>
<li>
Act as the primary point of contact for internal, cross-functional guest-related matters.</li>
<li>
Coordinate community-level check-in processes with facility and property partners (e.g., Emaar, Damac, Nakheel).</li>
<li>
Oversee access card logistics, including order placement, replacement, and delivery arrangements.</li>
<li>
Collaborate with the Housekeeping Manager to ensure daily cleaning operations meet company standards and SLA compliance.</li>
<li>
Audit cleaning checklists and report damages, missing items, or cleanliness concerns.</li>
<li>
Manage cleaning invoicing, forecasting, and cost control to maintain profitability of in-house cleaning operations.</li>
<li>
Support vendor coordination, including evaluation and onboarding of third-party cleaning partners.</li>
<li>
Represent the Guest Excellence team in internal communications and cross-department collaboration.</li>
<li>
Oversee guest claims and complaint resolution.</li>
</ul>
Strategic Planning<ul>
<li>
Track and analyze service KPIs, including guest satisfaction scores, response times, resolution efficiency, and ticket closure rates.</li>
<li>
Identify recurring issues or process bottlenecks and recommend improvements to enhance the guest experience.</li>
<li>
Develop and implement quality improvement initiatives to strengthen guest satisfaction and operational consistency.</li>
<li>
Support cost optimization in guest service and housekeeping operations through accurate forecasting and resource planning.</li>
<li>
Participate in strategic vendor meetings to ensure service level expectations are consistently met.</li>
<li>
Contribute to the refinement of SOPs and training materials based on operational insights and performance trends.</li>
</ul>
Business Tools Proficiency<ul>
<li>
Utilise task management, team communication, Microsoft Office, Google Suite, and relevant software.</li>
<li>
Demonstrate proficiency in presentation, business analytics, and insights.</li>
</ul>
What You Need to Succeed
 Proven experience in guest services, hospitality, or customer experience leadership. 
Strong coaching and team development skills with a focus on performance improvement. 
Excellent communication and interpersonal skills; capable of de-escalating sensitive situations professionally. 
Proficient in Microsoft Office Suite and/or Google Workspace (Docs, Sheets, Slides, Gmail). 
Familiarity with property management systems, CRM tools, and guest messaging platforms (e.g., Airbnb, Booking.com). 
Strong time management, organizational, and analytical skills. 
Experience in vendor coordination and service-level agreement (SLA) monitoring is preferred. 
Immediate availability is a plus. 
Valid UAE Driver's License required.
Perks &amp; Benefits
 Hybrid work flexibility (balance work &amp; life!). 
Be part of a fast-growing company in the travel industry. 
Join a multicultural, dynamic team. 
Career growth &amp; learning opportunities. 
Comprehensive health insurance. 
Well-being activities &amp; support.
Join Us on This Exciting Journey!
Even if you don&rsquo;t tick every box, we encourage you to apply! If you&rsquo;re 70% the right fit, we&rsquo;d love to hear from you&mdash;skills can be learned, and we&rsquo;re all about growth.
GuestReady is committed to diversity and inclusion. We welcome applicants from all backgrounds, valuing unique talents and perspectives. Let&rsquo;s build something amazing together!</div>

Guest Excellence Team Lead

Marriott International

Additional InformationJob Number 25168410Job Category Rooms &amp; Guest Services OperationsLocation The St. Regis Abu Dhabi, Nation Tower, Corniche, Abu Dhabi, United Arab Emirates, United Arab Emirates,VIEW ON MAPSchedule Full TimeLocated Remotely? NPosition Type Non-ManagementStart Your Journey With Us From the very first opening of the St. Regis New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition.Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dhabi is the social epicenter for royalty, discerning travelers and luminaries in the art of living. The hotel comprises of 283 elegantly appointed guest rooms including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city, including the extraordinary Abu Dhabi Suite   the highest suspended suite in the world, connecting the two Nation Towers.The St. Regis is part of Marriott International, a brand leader, offering the most powerful portfolio in the industry, our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience and expand their world. At the heart of The St. Regis, our exceptional staff whom we address as "Hosts," are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dhabi s best address The St. Regis Abu Dhabi, the house of luxury who is awarded with the prestigious Forbes Travel Guide 5-Star Rating.Job Requirement:To ensure all guests data is updated in the police system, and to assist Front Office operation whenever needed.CID Data Agent attends promptly and efficiently to all phone calls within 3 rings and is the primary point of contact for all telephone correspondence within the hotel. All phone calls are answered with a warm welcome and answer any guest questions, anticipate their wants and needs and resolve guest problems. Ensure guest s immediate requirements are catered for. The CID Data Agent has an awareness of regular guest names and requirements and has a full understanding of core Front Office process.ESSENTIAL FUNCTIONS:To check in and check out all the guests in the CID system, respecting the local government requirements in order to avoid penaltiesTo monitor and correct any discrepancy shown by the PMS and CID system reconciliationTo handle all CID related messages and information, acting as a link between the hotel and the local authoritiesTo attend all CID related trainings and to train and monitor colleagues accordingly, constantly updating the AFOM, NM and FOMTo maintain a structured filing system, as per CID and audit procedures requirementsHas a full knowledge of Marriott Bonvoy Program, Hotel occupancy and availability Knowledgeable in all room types and attributes (layout, size, connecting configurations, and views)Keeping Butlers informed of blocking and unblocking rooms, reallocation and room moves when Front Office liaises the changes with the AgentsLocate arriving, in-house and departed guests by name and room numberCompetent in messaging functionality (creating, modifying, delivering, deleting)Answer all phone calls adhere to the standards set forth within the Telephone &amp; Verbiage FOETransfer calls to an appropriate guest or department when requested by callersCoordinate guest requests with all relevant departmentThoroughly conversant with all room types, d cor and outlookCommunication and recording of complaintsEnsure full liaison with other members of the team Strong communication with other areas, especially Front Office, Butlers and HousekeepingMake sure all guest profiles are turned to  Complete  from incomplete lists Report maintenance faults and damage to machines, furniture and fittings in all area of the hotel to the maintenance department.Strong relationship with guests and internal customersPrepare Wake Up Call log sheet for the following day and ensure this is handed over to the next shiftEnsure all Wakeup call requests are logged accurately Give wake up calls for guestsKeep inventory of Butler On Call ItemsGXP Basics (profiles, preferences, defects, reporting) are entered accurately and monitor existing profiles Ensure daily shift hand over is completed thoroughlyPreferred QualificationsEducation: High school diploma or G.E.D. equivalent.Related Work Experience: At Least 1 year of experience within the hospitality industryAt Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.Combining timeless glamour with a vanguard spirit, St. Regis Hotels &amp; Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Guest Experience Expert - CID Agent

No matter what position you are in, there are a few things that are critical to success creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts to get it right for our guests and our business each and every time.

Guest Experience Expert (Receptionist)

POSITION SUMMARY 
 First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.
 
 No matter what position you are in, there are a few things that are critical to success creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts to get it right for our guests and our business each and every time.

Guest Arrival Expert

POSITION SUMMARY
Our jobs aren t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts to get it right for our guests and our business each and every time.
PREFERRED QUALIFICATIONS

Guest Experience Expert

Our jobs aren t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.No matter what position you are in, there are a few things that are critical to success creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts to get it right for our guests and our business each and every time.

Guest Experience Expert (Welcome Desk Agent)

Explore 8671+ Guest experience representative in Dubai this November. Find roles across top companies and apply now to boost your career.