Lobby Ambassador

About the role

The Lobby Ambassador is a front office role at an IHG hotel in Dubai, responsible for creating a welcoming atmosphere for guests and ensuring a seamless experience from arrival to departure. The Ambassador acts as a key touchpoint for guest interactions, promotes the IHG brand values and handles guest transportation and logistics.

Key responsibilities

• Guest relations: greet all guests warmly, know the hotel's facilities and services, promote IHG One Rewards, and handle complaints and requests, escalating unresolved issues to the Supervisor or Duty Manager.
• Transportation coordination: handle airport pick-up and drop-off requests, meet incoming guests at scheduled flights, assist with baggage clearance and direct them to transport facilities, coordinate VIP arrivals with managers and departments, and help departing guests with pre-check-in, ticketing and baggage matters.
• Maintain a good relationship with the IHG Airport Representative office in Terminal 3 and other partners.
• Administrative duties: compile and maintain daily reports, check for new bookings and changes, know special promotions and loyalty programmes, and assist the Guest Relations and Reception Team when needed.

Required profile

• Minimum of one year of experience in a front desk or similar position, preferably in a 5-star property.
• Fluency in English; additional languages are an advantage but not essential.
• Ability to work independently and within a team.

Required skills

• Excellent communication skills with guests and colleagues.
• Strong time management and task prioritisation under pressure.