Guest Experience Supervisor at InterContinental Residences Dubai Business Bay

Do you have a passion for creating unforgettable experiences for others? If so, we invite you to embark on a career journey like no other at InterContinental Hotels Group (IHG®)

InterContinental Residences Dubai Business Bay is nestled in the heart of Dubai's bustling business district, providing a sanctuary of tranquility amidst the city's vibrant landmarks. Located just a short distance from the outstanding Dubai Mall and the awe-inspiring Burj Khalifa, hotels strive to provide the epitome of luxury and lifestyle filled with elegance and sophistication.

With the combination of 176 meticulously designed rooms, each offering unparalleled comfort and style, guests will be immersed in a world of grandeur. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to join the team as Guest Experience Supervisor and let us help you create a career journey like no other.

As a professional in your role, your responsibilities and essential job functions will include but are not limited to:

• Supervise and inspire the Guest Experience team to deliver personalized, intuitive, and seamless service in alignment with Forbes Travel Guide Luxury standards.
• Serve as the primary point of contact for VIPs, repeat guests, and special occasions, ensuring all preferences and requests are flawlessly executed.
• Conduct daily briefings to review VIP arrivals, long-stay guests, and special events.
• Coordinate with all operating departments (Housekeeping, Food & Beverage, Spa, Concierge, Engineering, and Transportation) to ensure exceptional guest journeys.
• Handle guest feedback and service recovery with empathy, professionalism, and poise.
• Conduct VIP room and suite inspections to ensure readiness, cleanliness, and luxury presentation standards.
• Support the Rooms Manager and AFOM in implementing guest experience initiatives, loyalty recognition, and service enhancement programs.
• Monitor guest satisfaction reports (Forbes, LQA, Medallia, and internal surveys) and assist in developing action plans for continuous improvement.
• Train, coach, and mentor team members to ensure consistency in Forbes service behaviours, emotional intelligence, and luxury presentation standards.
• Maintain accurate guest profiles and preference records in PMS/CRM systems to enhance personalization.
• Maintain a visible presence in the lobby and key guest areas to proactively engage with guests and ensure flawless service delivery.
• Support in managing arrival and departure experiences, ensuring they reflect the hotel’s brand identity and service promise.

Ideally, you should possess some or all the following qualifications and experience:

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Minimum 2–3 years’ experience in Guest Relations, Front Office, or Guest Services within a luxury or Forbes-rated property.
• Comprehensive understanding of Forbes Travel Guide and LQA standards.
• Exceptional guest engagement and service recovery skills.
• Proven ability to lead, motivate, and train a diverse team.
• Excellent communication and interpersonal skills with a natural sense of empathy and discretion.
• Fluent in English & Arabic; additional languages are an advantage.
• Proficient in Opera PMS, guest profile management, and Microsoft Office Suite.
• Impeccable grooming, refined demeanour, and professional presence in line with luxury brand standards.
• Composed and solutions-oriented under pressure.
• Flexible availability, including weekends and holidays.
• Passionate about creating memorable, emotionally engaging guest experiences.
• Forbes Service Excellence – Demonstrates mastery of Forbes Luxury service principles in every guest interaction.
• Guest-Centric Mindset – Anticipates guest needs and delivers thoughtful, personalized service.
• Leadership & Team Development – Inspires and mentors team members to uphold the highest service standards.
• Emotional Intelligence – Uses empathy and self-awareness to build trust and positive relationships.
• Attention to Detail – Upholds meticulous standards in guest handling, service presentation, and documentation.
• Service Recovery & Problem Solving – Resolves challenges gracefully, turning moments of dissatisfaction into loyalty-building experiences.
• Interdepartmental Coordination – Collaborates seamlessly with other departments to ensure consistent service excellence.
• Communication & Poise – Communicates with clarity, courtesy, and confidence in every situation.
• Discretion & Integrity – Handles guest information and situations with confidentiality and professionalism.
• Cultural Awareness – Demonstrates respect and adaptability when engaging with diverse guests and colleagues.
• Operational Expertise – Strong knowledge of front office operations, guest relations processes, and brand service standards.
• Innovation & Initiative – Continuously seeks creative ways to elevate guest experience and operational efficiency.

Core Competencies:

In return we'll give you a competitive financial and benefits package and the chance to work with a great team of people. Most importantly, we'll give you Room to be yourself.

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 applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming diverse backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow, and make a difference in a collaborative environment. We are committed to supporting wellbeing in your health, lifestyle, and workplace. 

We are an equal opportunities employer.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?