Guest Experience Leader – Front Office

About the role

As the Guest Experience Leader for the Front Office at InterContinental Dubai Festival City, you will oversee the daily front‑desk operations and ensure every guest receives a warm, sophisticated experience. You will lead a team of front‑office staff during your shift, manage cash handling, and support the overall financial performance of the property.

Key responsibilities

• Supervise front office operations and cashiering activities during assigned shifts.
• Monitor financial targets, compile occupancy statistics and oversee group bookings.
• Handle guest complaints and ensure prompt, courteous resolutions.
• Maintain knowledge of property safety, first‑aid, fire and emergency procedures.
• Instruct staff on credit policies and cash security procedures.
• Conduct job trainings in line with departmental standards.
• Provide constructive feedback and assist with performance appraisal discussions.
• Coach and advise team members to enhance overall performance.

Required profile

• Friendly, welcoming and energetic personality.
• Strong communication skills for interacting with guests and colleagues.
• Minimum 24 months of experience in front office or similar hospitality roles.
• Ability to supervise and motivate a team in a fast‑paced environment.

Required skills