style="border: 1pt windowtext; padding: 0cm;">At InterContinental
Residences Dubai Business Bay, we are seeking a Guest Relations
Team Leader to support the delivery of exceptional guest
experiences while leading daily guest relations operations and contributing
to the success of the Front Office team.
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baseline;">
style="border: 1pt windowtext; padding: 0cm;">This role is designed for
a confident, service-driven hospitality professional who combines leadership,
operational excellence, and genuine care for guests. As a Guest Relations Team
Leader, you will act as a key point of contact for guests while supporting
the Assistant Front Office Manager in driving service quality, guest
satisfaction, and team performance.
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baseline;">
style="border: 1pt windowtext; padding: 0cm;">This is more than a guest
relations role.
InterContinental
Residences Dubai Business Bay offers a luxury residential experience where every
interaction matters. As a Guest Relations Team Leader, you
will help shape memorable guest journeys, lead by example on the floor,
and inspire the team to consistently deliver personalised and meaningful
service.
style="border: 1pt windowtext; padding: 0cm;">Why This Role
Matters
Guest experience
defines our reputation.
As a Team Leader,
you will play an important role in ensuring seamless guest relations operations
while providing guidance and support to colleagues. You will help foster
a culture of service excellence, proactively resolve guest concerns, and ensure
every guest feels welcomed, recognised, and valued throughout their
stay.
style="border: 1pt windowtext; padding: 0cm;">Your ability to balance guest
engagement, operational coordination, and team leadership will directly
contribute to guest loyalty and overall service
performance.
style="border: 1pt windowtext; padding: 0cm;">Lead the Moments
That Matter
You will oversee daily
guest relations activities, support the Front Office leadership team, and ensure
all guest interactions reflect the standards of InterContinental luxury
hospitality.
style="border: 1pt windowtext; padding: 0cm;">From welcoming VIP arrivals
and managing guest requests to supporting service recovery and mentoring
colleagues, you will help create experiences that exceed expectations
and strengthen guest relationships.
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What We'll Support You to Do
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baseline;">
style="border: 1pt windowtext; padding: 0cm;">• Lead Guest Experience
Excellence: Deliver personalised and memorable service at every
touchpoint
style="border: 1pt windowtext; padding: 0cm;">• Support Team Performance: Guide,
coach, and motivate Guest Relations colleagues to achieve service
excellence
style="border: 1pt windowtext; padding: 0cm;">• Drive Guest Satisfaction:
Anticipate guest needs and ensure concerns are resolved efficiently
and professionally
style="border: 1pt windowtext; padding: 0cm;">• Strengthen Service Culture:
Promote a guest-centric environment focused on care, quality, and continuous
improvement
style="border: 1pt windowtext; padding: 0cm;">The
Gig
style="border: 1pt windowtext; padding: 0cm;">Reporting to the Assistant Front
Office Manager, the Guest Relations Team Leader is responsible for coordinating
daily guest relations operations and supporting service excellence initiatives
at InterContinental Residences Dubai Business Bay.
style="background-color: white; margin: 0cm; vertical-align:
baseline;">
style="border: 1pt windowtext; padding: 0cm;">• The Opportunity: Take
a leadership role within a luxury residential hospitality
environment
style="border: 1pt windowtext; padding: 0cm;">• The Strategy: Combine
personalised service, operational efficiency, and team support to enhance guest
satisfaction
style="border: 1pt windowtext; padding: 0cm;">• The Impact: Strengthen guest
loyalty, team engagement, and the overall guest experience
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You will work closely with operational departments to ensure guest
expectations are consistently exceeded while supporting the development
and success of the Guest Relations team.
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Stay Human
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At InterContinental, hospitality is about people.
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This role is about creating meaningful connections, supporting colleagues,
and delivering memorable experiences through genuine care, professionalism,
and attention to detail.
Your
Day-to-Day
style="border: 1pt windowtext; padding: 0cm;">No two days are the same; your
responsibilities will include, but are not limited to:
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baseline;">
style="border: 1pt windowtext; padding: 0cm;">Guest Experience &
Engagement
style="border: 1pt windowtext; padding: 0cm;">• Welcome guests and provide
personalised service throughout their stay
style="background-color: white; margin: 0cm; vertical-align: baseline;">
style="color: rgb(33, 33, 33);">
• Build strong guest relationships and anticipate individual
needs
style="border: 1pt windowtext; padding: 0cm;">• Recognise VIPs, long-stay
guests, repeat visitors, and special occasions
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• Ensure guest requests are handled promptly
and professionally
style="border: 1pt windowtext; padding: 0cm;">• Create memorable moments
that enhance guest satisfaction and loyalty
style="background-color: white; margin: 0cm; vertical-align:
baseline;">
style="border: 1pt windowtext; padding: 0cm;">Team Leadership &
Support
style="border: 1pt windowtext; padding: 0cm;">• Lead daily Guest Relations
operations during assigned shifts
• Support onboarding,
coaching, and development of Guest Relations colleagues
style="background-color: white; margin: 0cm; vertical-align: baseline;">
style="color: rgb(33, 33, 33);">
• Provide guidance and assistance to team members during operational
challenges
style="border: 1pt windowtext; padding: 0cm;">• Promote teamwork,
accountability, and service excellence
style="background-color: white; margin: 0cm; vertical-align: baseline;">
style="color: rgb(33, 33, 33);">
• Act as a role model for professional conduct and guest
engagement
style="border: 1pt windowtext; padding: 0cm;">Guest Relations
Operations
style="border: 1pt windowtext; padding: 0cm;">• Coordinate guest relations
activities and ensure smooth daily operations
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• Monitor guest feedback and identify opportunities for service
improvement
style="border: 1pt windowtext; padding: 0cm;">• Maintain accurate guest profiles
and preferences within hotel systems
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• Ensure guest amenities and personalised arrangements are delivered
successfully
style="border: 1pt windowtext; padding: 0cm;">Service Recovery &
Problem Resolution
• Respond to guest
concerns with empathy, professionalism, and urgency
style="background-color: white; margin: 0cm; vertical-align: baseline;">
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• Investigate service issues and implement effective
solutions
style="border: 1pt windowtext; padding: 0cm;">• Follow up with guests to ensure
satisfaction and service recovery
• Escalate significant
concerns appropriately while maintaining guest confidence
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baseline;">
style="border: 1pt windowtext; padding: 0cm;">Cross-Department
Collaboration
• Work closely
with Front Office, Housekeeping, Engineering, Food & Beverage, and other
departments
style="border: 1pt windowtext; padding: 0cm;">• Ensure guest requests
and preferences are communicated effectively
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• Support arrivals, departures, special events, and VIP
experiences
style="border: 1pt windowtext; padding: 0cm;">• Promote seamless service
delivery throughout the residence
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Quality & Compliance
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• Maintain compliance with IHG brand standards and operational
procedures
style="border: 1pt windowtext; padding: 0cm;">• Support guest satisfaction
initiatives and quality assurance programs
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• Ensure professionalism, confidentiality, and attention to detail in all
interactions
style="border: 1pt windowtext; padding: 0cm;">• Adhere to health, safety,
and security requirements
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What Success Looks Like
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• High guest satisfaction and positive guest feedback
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• Strong service recovery and issue resolution
performance
style="border: 1pt windowtext; padding: 0cm;">• Effective leadership
and engagement of Guest Relations colleagues
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• Consistent delivery of personalised guest
experiences
style="border: 1pt windowtext; padding: 0cm;">• Smooth collaboration across
operational departments
• Compliance
with brand standards and luxury hospitality expectations
style="background-color: white; margin: 0cm; vertical-align:
baseline;">
style="border: 1pt windowtext; padding: 0cm;">Who This Role Is Perfect
For
style="border: 1pt windowtext; padding: 0cm;">• Hospitality professional
passionate about guest experience and service excellence
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style="color: rgb(33, 33, 33);">
• Emerging leader ready to take the next step in Front Office or Guest
Relations leadership
style="border: 1pt windowtext; padding: 0cm;">• Strong communicator who builds
trust and relationships easily
• Proactive problem
solver who remains calm under pressure
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style="color: rgb(33, 33, 33);">
• Organised and detail-oriented professional with strong operational
awareness
style="border: 1pt windowtext; padding: 0cm;">• Team player committed
to coaching and supporting colleagues
style="background-color: white; margin: 0cm; vertical-align:
baseline;">
style="border: 1pt windowtext; padding: 0cm;">What We Need
From You
style="border: 1pt windowtext; padding: 0cm;">Ideally, you bring some (or all)
of the following:
Education
• Hospitality-related
qualification preferred
Experience
• 3–5 years
of experience in Guest Relations, Front Office, or Guest Experience
operations
style="border: 1pt windowtext; padding: 0cm;">• Previous Team Leader, Senior
Guest Relations, or Supervisory experience preferred
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• Experience within luxury hotels, resorts, branded residences, or premium
hospitality environments• Working knowledge
of Opera PMS or similar property management systems
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• GCC/UAE hospitality experience preferred
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baseline;">
style="border: 1pt windowtext; padding: 0cm;">Personal
Attributes
style="border: 1pt windowtext; padding: 0cm;">• Outstanding communication
and relationship-building skills
• Strong leadership
and coaching abilities
• Passion
for delivering exceptional guest experiences
style="background-color: white; margin: 0cm; vertical-align: baseline;">
style="color: rgb(33, 33, 33);">
• Professional, confident, and approachable
personality
style="border: 1pt windowtext; padding: 0cm;">• Excellent problem-solving
and decision-making skills
• Ability to perform
effectively in a fast-paced luxury hospitality environment
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style="color: rgb(33, 33, 33);">
• Commitment to continuous improvement and operational
excellence
What You
Can Expect from Us
At InterContinental
Residences Dubai Business Bay, we create an environment where our people
can excel. We offer competitive compensation, valuable employee benefits,
and exceptional development opportunities—including full uniform provision,
generous accommodation discounts, and access to world-class training
that supports long-term career growth.
style="background-color: white; margin: 0cm; vertical-align:
baseline;">
style="border: 1pt windowtext; padding: 0cm;">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 and employees regardless of race, color, religion, sex, sexual
orientation, gender identity, national origin, protected veteran status,
or disability.
style="border: 1pt windowtext; padding: 0cm;">We foster a culture of trust,
support, and acceptance — always welcoming different backgrounds, experiences,
and perspectives. At IHG, we give every member of our team the room they need
to belong, grow, and make a difference in a collaborative
environment.
style="border: 1pt windowtext; padding: 0cm;">We know that to work well, we need
to feel well – both inside and outside of work. Through our
myWellbeing framework, we’re committed to supporting wellbeing
across your health, lifestyle, and workplace.
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baseline;">
Ready to Shape
the Guest Experience?
If you don’t meet
every requirement but believe you bring the right energy, leadership,
and passion for people, we’d still love to hear from you.
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Join us and be part of shaping distinctive hospitality experiences
in Dubai—where your ideas, personality, and expertise help define how guests
connect, unwind, and remember us.
