Lobby Ambassador

About the role

The Lobby Ambassador is a front office role at an IHG property in Dubai, responsible for creating a welcoming atmosphere for guests and offering personalised service from arrival to departure. The Ambassador acts as a key touchpoint for guest interactions, promotes brand loyalty and ensures smooth coordination of guest transportation and logistics.

Key responsibilities

• Welcome guests warmly, greet them at all times and try to use their name, while maintaining detailed knowledge of hotel facilities and services
• Promote IHG One Rewards programmes and attend to guest complaints, inquiries and requests, escalating unresolved issues to the Supervisor or Duty Manager
• Handle airport pick-up and drop-off requests, be present at scheduled flight landings and help incoming guests with baggage clearance and transport directions
• Coordinate VIP guest arrivals and transportation with managers and other departments, and assist 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
• Compile and maintain daily reports, track new bookings and changes, and know seasonal packages, frequent flyer and loyalty programme procedures
• Assist with other duties requested by the Guest Relations and Reception Team and uphold IHG brand standards of behaviour, appearance and attitude

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, and to manage time and priorities under pressure

Required skills

• Excellent communication skills with guests and colleagues
• Proficiency in English