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IHG Guest Experience Supervisor in Fujairah, United Arab Emirates

Guest Experience Supervisor

Job Number EMEAA03537

Hotel Brand: InterContinental Hotels

Europe, Middle East, Asia & Africa - United Arab Emirates - Fujairah - Fujairah


About us

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

Your day to day

As a Guest Experience Supervisor, you are responsible to liaise between operational departments to ensure that guest preferences are met and exceeded. Responsible for all activities relevant to the guest relations department such as VIP relations, rooming of guests, assisting with show rounds to achieve the highest possible guest satisfaction to current and future VIPs.

Ensures maximum interaction is achieved with all hotel guests, specifically V.I.Ps, and loyalty member are recognized as per their status and receiving special treatment.

Some of your daily responsibilities are :

  • Demonstrate service attributes in accordance with industry expectations and company standards including:

  • Being attentive to guests,

  • Accurately and promptly fulfilling guests requests,

  • Anticipate guests needs,

  • Maintain a high level of knowledge which affects the guest experience,

  • Demonstrating a ‘service’ attitude.

  • To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize hotel sales.

  • Responsible in identifying and rating VIP Arrivals and manages timely distribution of supplies and amenities in the room prior to arrival.

  • To be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling Revenue.

  • Perform daily courtesy calls upon arrival, pre/post stay, IHG Rewards Club and Ambassador Guests as well as Return Guest following complaints to give special attention/recognition and follow up.

  • Review arrival lists for all arrivals and VIP’s to gain knowledge of guests’ profile and history. Ensure that room allocations, amenities and special requests are attended to pro actively.

  • Ensure that the update of all guest profiles with preferences/requests is done, and maintain efficient, up to date guest profile database in PMS, as well as regular guest history log.

  • Ensure that all customers’ queries, special requests and complaints are handled in a polite, efficient manner while maintaining a consistent high level of customer service. Refer problems to the manager if unable to assist.

  • Pro actively informs other operational departments such as Housekeeping, Engineering and F&B on matters related to arrival times, special requests and VIP amenity set ups.

  • Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys.

  • Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable on where further information can be obtained.

  • Knowledgeable about the different software programs utilized in the Guest Services Department including but not limited to Property Management System, Work Order and Glitch report system and electronic devices (paging system), etc

What we need from you

  • Must possess previous supervisory work experience in a Front Office environment or equivalent

  • Must be customer oriented, highly organized and is flexible to work in various shifts

  • A team player and have strong verbal and written communication skills

What we offer

We’ll reward all your hard work with a great salary and benefits – including a housing, transportation, recreation facilities, uniform, great room discount and superb training, and many more!

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.