Do you see yourself as the Cluster Director
of Quality & Guest Experience at InterContinental Hotels Group® Dubai
Festival City?
As the world’s first
and most global luxury hotel brand, InterContinental Hotels & Resorts
has pioneered international travel since the 1940s, we are passionate about
sharing our renowned international know-how and cultural wisdom in truly
impressive surroundings. We all take great pride in being genuine ambassadors
of the InterContinental®️ brand and to be part of the brand you will have
a thirst for travel, passion for culture and appreciation for diversity.
We create inspiring experiences for those seeking a richer perspective on
the world. If you’d like to embrace a world of opportunities, we’d like
to welcome you to the world’s most international luxury hotel brand.
style="margin-left: 0px;">The IHG Hotels at Dubai Festival City consists of four
hotels. These include the luxury and lifestyle brand InterContinental,
the lavish long-stay InterContinental Residence Suites, the premium Crowne
Plaza, and the essentials Holiday Inn & Suites.
In addition to over 1,600 rooms, the cluster boasts a selection of 16
restaurants and bars, an impressive 3,800-square-metre Event Centre across two
levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious
Spa InterContinental, and state-of-the-art gym and swimming pool facilities.
We are looking for people who are friendly, welcoming, and full of life to join
over 1,200 colleagues who are always finding ways to make every guest's
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.
A little taste of your
day-to-day:
- Guest Journey & Luxury Experience
Design:- Own and support the end-to-end guest journey, ensuring
it is thoughtfully designed, consistently delivered, and aligned with brand
culture, luxury service philosophy, and Luxury Service Certifications
and standards. - Evaluate each guest touchpoint across all departments
to ensure seamless, personalized, and anticipatory service
experiences. - Partner with department heads to translate brand standards
into meaningful guest interactions that elevate emotional engagement and guest
loyalty. - Continuously refine the guest journey based on guest feedback,
operational insights, and evolving luxury hospitality
trends.
- Luxury Service Culture &
Standards:- Act as the hotel’s subject-matter expert on luxury
service excellence, global hospitality trends, and best practices, in line
with brand specific guidelines and standards. - Embed a strong culture
of quality and service excellence across all departments through visible
leadership and hands-on operational presence. - Support the General
Manager and Heads of Department in understanding, interpreting, and embedding
external Luxury Service practices (if applicable) into daily operations
and leadership behaviors. This may include but not limited to; changes
in Policies and Procedures, SOPs (Standard Operating Procedures), and Modalities
of Service. - Ensure consistent delivery of personalized, thoughtful,
and detail-oriented service aligned with the hotel’s luxury service
philosophy.
- Brand & Service Audits &
Compliance or Other Luxury Service Certifications (if
applicable):- Lead the hotel’s Brand & Service Audits &
Compliance or Other Luxury Service Certifications (i.e., Forbes Travel Guide)
readiness, certification, and re-certification processes. - Plan
and conduct regular internal quality audits, service evaluations, and compliance
reviews across all operational areas. - Organize and manage mystery guest
programs to provide objective insights into service consistency and guest
perception. - Monitor audit findings, identify service gaps, and ensure
corrective and preventive actions are implemented
and sustained.
- Guest Feedback, Analytics &
Performance Improvement:- Analyze Guest Love scores, Guest
Satisfaction Index (GSI) results, and other guest feedback platforms to identify
trends, strengths, and opportunities for improvement. - Prepare
and present quality and guest experience performance reports to the Executive
Committee, highlighting key drivers, risks, and focus areas. - Partner
with Heads of Department to develop clear, actionable improvement plans aligned
with departmental and hotel-wide metrics and goals. - Monitor progress
against action plans and support departments in achieving annual guest
satisfaction and quality targets.
- Learning &
Development Collaboration:- Work closely with the Learning &
Development team to deliver luxury service training programs aligned with brand
and Luxury Service Certifications and standards. - Support onboarding
programs to embed quality, service excellence, and brand culture philosophy
from day one. - Facilitate workshops and coaching sessions together
Learning & Development team with focus on luxury service behaviors,
emotional intelligence, guest engagement, and attention to detail.
Contribute
to the development and continuous enhancement of Standard Operating Procedures
(SOPs to reflect evolving luxury service
expectations).
- Leadership & Cross-Functional
Collaboration:- Collaborate with all department heads to drive
ownership and accountability for service excellence and quality
outcomes. - Act as a trusted advisor to the General Manager and leadership
team, balancing guest experience priorities with operational
realities. - Foster a culture of continuous improvement, learning,
and pride in luxury service delivery across
the hotel.
What we need from you:
- Bachelor’s degree
in Hospitality Management, Business Administration, or a related
field. - Proven experience in quality management, guest experience,
or hotel operations within a luxury hospitality environment. - Strong
operational understanding across Rooms, Food & Beverage, Spa, Sales &
Marketing, and Support Departments. - In-depth knowledge of luxury service
principles and guest experience management. - Direct experience
with Luxury Service Certifications (i.e., Forbes Travel Guide / Michelin Service
Guide / LQA / or similar luxury benchmarking programs is highly
preferred).
What
you can expect from us:
We give our
people everything they need to succeed, from a competitive salary that rewards
all your hard work to a wide range of benefits designed to help you live your
best work life – including impressive room discounts and some of the best
training in the business.
Our mission is
to welcome everyone and create inclusive teams where we celebrate differences
and encourage colleagues to bring their whole selves to work. IHG Hotels &
Resorts provides equal employment opportunities to all applicants.
We promote a culture of trust, support, and acceptance, always welcoming
different backgrounds, experiences, and perspectives.
IHG gives every member of the team the Room to Belong, Room to Grow, and
a Room to Make a Difference in a collaborative environment. We know that to work
well, we need to feel well – both inside and outside of work – and through our
myWellbeing framework, we are committed to supporting wellbeing in your health,
lifestyle, and workplace.
So, join us,
and you’ll become part of our ever-growing global family.
