Job Description

At InterContinental Residences Dubai Business Bay, we are seeking a Guest Relations Supervisor to support daily guest experience operations and ensure exceptional service delivery throughout every stage of the guest journey.

This role is designed for a service-driven, proactive, and guest-focused professional who leads by example—creating memorable experiences, resolving guest concerns effectively, and ensuring every interaction reflects the highest standards of luxury hospitality.

This is more than a traditional guest relations role.

InterContinental Residences Dubai Business Bay represents refined residential luxury, where personalised service creates lasting impressions. As a Guest Relations Supervisor, you play a vital role in delivering these experiences on the ground—supporting the team, enhancing guest satisfaction, and ensuring service excellence at every touchpoint.

Why This Role Matters

Guest Relations is at the heart of the guest experience.

As a Supervisor, you will bridge leadership and operations—supporting the Assistant Front Office Manager in maintaining service quality, coordinating daily activities, and ensuring guests receive exceptional care throughout their stay.

You will help create memorable experiences while guiding team members and ensuring guest requests, feedback, and special requirements are managed efficiently and professionally.

This role is essential in delivering both guest satisfaction and operational excellence.

Be the Connection Behind the Experience

You will support the supervision of Guest Relations colleagues, assist with guest engagement initiatives, and ensure all guest interactions align with luxury hospitality standards.

From welcoming arrivals to resolving concerns and supporting special occasions, you will ensure every guest feels recognised, valued, and cared for—contributing to a seamless and memorable stay.

What We'll Support You to Do

• Deliver Exceptional Service: Ensure every guest interaction reflects professionalism and care
• Support the Team: Guide colleagues and assist with daily guest relations coordination
• Enhance Guest Experience: Anticipate guest needs and create memorable moments

The Gig

Reporting to the Assistant Front Office Manager, the Guest Relations Supervisor supports daily guest experience operations at InterContinental Residences Dubai Business Bay.

• The Opportunity: Take a hands-on leadership role within a luxury residential environment
• The Strategy: Deliver personalised service, consistency, and proactive guest engagement
• The Impact: Strengthen guest satisfaction, loyalty, and brand reputation

You will be responsible for coordinating guest relations activities, supporting service recovery efforts, and ensuring operational excellence throughout the guest journey.

Stay Human

At InterContinental, every interaction matters.

This role is about more than providing service—it is about building connections, creating memorable experiences, and delivering genuine hospitality through professionalism, empathy, and attention to detail.

Your Day-to-Day

No two days are the same; your responsibilities will include, but are not limited to:

Guest Experience & Engagement

• Welcome guests and provide personalised service throughout their stay
• Recognise VIPs, repeat guests, and special occasions
• Proactively engage with guests to understand their needs and preferences
• Ensure guest requests are handled efficiently and professionally

Guest Relations Operations

• Support daily guest relations activities and team coordination
• Monitor guest feedback and follow up on service concerns
• Maintain accurate guest profiles and preferences within hotel systems
• Assist in coordinating guest amenities and personalised arrangements

Service Recovery & Problem Resolution

• Respond promptly to guest concerns and complaints
• Investigate service issues and implement appropriate solutions
• Follow up with guests to ensure satisfaction and resolution
• Escalate complex matters when necessary while maintaining guest confidence

Cross-Department Coordination

• Collaborate closely with Front Office, Housekeeping, Engineering, and Food & Beverage teams
• Ensure guest requests and special requirements are communicated effectively
• Support seamless service delivery across departments
• Assist with arrivals, departures, and special event coordination

Quality & Compliance

• Maintain adherence to brand service standards and procedures
• Support guest satisfaction reporting and service audits
• Ensure confidentiality and professionalism in all guest interactions
• Follow health, safety, and operational guidelines

What Success Looks Like

• Consistently positive guest feedback and satisfaction scores
• Effective handling and resolution of guest concerns
• Strong guest engagement and personalised service delivery
• Smooth coordination across operational departments
• Successful support of VIP, long-stay, and special occasion guests
• Adherence to luxury hospitality and brand standards

Who This Role Is Perfect For

• Service-oriented hospitality professional with a passion for guest experience
• Emerging leader with guest relations or front office supervisory experience
• Strong communicator with excellent interpersonal skills
• Proactive problem solver with a calm and professional approach
• Organised and detail-oriented in daily operations
• Passionate about creating memorable guest experiences

What We Need From You

Ideally, you bring some (or all) of the following:

Education

• Hospitality-related qualification preferred

Experience

• 2–4 years in Guest Relations, Front Office, or Guest Experience operations
• Previous supervisory or team leadership experience preferred
• Experience in luxury hotels, resorts, or branded residences is an advantage
• Knowledge of Opera or similar Property Management Systems preferred
• GCC/Dubai hospitality experience is a plus

Personal Attributes

• Outstanding communication and interpersonal skills
• Guest-centric mindset with a passion for service excellence
• Professional, confident, and approachable personality
• Strong problem-solving and conflict-resolution abilities
• Organised and able to manage multiple priorities effectively
• Positive attitude with commitment to quality and continuous improvement

What You Can Expect from Us

At InterContinental Residences Dubai Business Bay, we create an environment where our people can excel. We offer competitive compensation, valuable employee benefits, and exceptional development opportunities—including full uniform provision, generous accommodation discounts, and access to world-class training that supports long-term career growth.

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 all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

We foster a culture of trust, support, and acceptance — always welcoming different backgrounds, experiences, and perspectives. At IHG, we give every member of our team the room they need to belong, grow, and make a difference in a collaborative environment.

We know that to work well, we need to feel well – both inside and outside of work. Through our myWellbeing framework, we’re committed to supporting wellbeing across your health, lifestyle, and workplace.

Ready to Shape the Guest Experience?

If you don’t meet every requirement but believe you bring the right energy, leadership, and passion for people, we’d still love to hear from you.

Join us and be part of shaping distinctive hospitality experiences in Dubai—where your ideas, personality, and expertise help define how guests connect, unwind, and remember us.

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?