Cluster F&B Loyalty Manager

The Cluster F&B Loyalty Manager at InterContinental Hotel & Residences Abu Dhabi is responsible for driving incremental revenue, customer retention, and building brand loyalty across all Food & Beverage outlets within the cluster. This role bridges the gap between commercial strategy and guest experience by creating and executing innovative loyalty programs, targeted campaigns, and strategic partnerships aimed at attracting local residents, repeat diners, IHG One Rewards members, and high-value guests.

As a key commercial role, the F&B Loyalty Manager is expected to work closely with Marketing, F&B operations, Sales, and Revenue teams to generate measurable business growth, build a loyal customer base, and elevate the profile of the hotel’s restaurants and bars.

A little taste of your day-to-day:

Every day is different, but you’ll mostly do:

• Develop and manage customized F&B loyalty programs and offers tailored to local market needs and guest segments.
• Leverage IHG One Rewards and other brand or property-level loyalty platforms to create incentives that increase dining frequency, average spend, and retention.
• Lead the enrollment and engagement strategy for IHG One Rewards members in F&B outlets, ensuring front-line staff actively promote membership and benefits.
• Suggest exclusive events, dining experiences, and offers for top-tier members, regular diners, and VIP guests.

• Design and execute data-driven campaigns that drive covers, upselling, and repeat business across all F&B outlets.
• Collaborate with the Marketing and Revenue teams to create segmented promotions and optimize pricing for loyalty offers.
• Identify key opportunities for revenue growth via local resident outreach, partnerships (e.g. banks, lifestyle apps), seasonal campaigns, and targeted guest outreach.
• Monitor and report on loyalty-driven revenue performance, campaign ROI, and outlet contribution on a monthly basis.

• Build relationships with local businesses, corporations, residential communities, embassies, and lifestyle platforms to drive footfall and loyalty membership.
• Identify and activate third-party loyalty programs and card partners (e.g., credit card dining privileges) to align with revenue objectives.
• Represent the hotel at local events, activations, and partner venues to promote F&B loyalty initiatives.

• Work with Digital and CRM teams to utilize guest data and behavior insights for targeted email marketing, SMS campaigns, and guest segmentation.
• Create personalized communications, promotions based on guest dining history, preferences, and special occasions.

• Train F&B and front-line colleagues (hosts, servers, cashiers) on loyalty program benefits, guest enrollment processes, and upselling techniques.
• Develop internal engagement strategies to motivate team members to meet loyalty enrollment and upsell targets.
• Serve as the point of contact for all loyalty-related inquiries, escalations, and guest concerns related to F&B loyalty benefits.

• Track and analyze performance of loyalty campaigns, membership growth, redemption behavior, and F&B revenue attribution.
• Provide regular reporting to the Commercial, F&B, and Executive teams with actionable insights and strategic recommendations.
• Monitor competitor loyalty initiatives and industry trends to maintain a competitive edge in guest retention.

 What we need from you:

• Bachelor's degree in Hospitality Management, Business, Marketing, or a related field.
• Certification or training in CRM, loyalty marketing, or digital marketing is a plus.

• Minimum 3–5 years of experience in a hospitality or lifestyle-driven loyalty, marketing, or commercial role, ideally with a strong F&B component.
• Proven success in implementing loyalty programs or campaigns that resulted in increased guest engagement and revenue.
• Experience in the UAE or GCC market and understanding of local dining culture and resident behavior is highly preferred.

• Strong commercial acumen and results-driven mindset.
• Excellent interpersonal and communication skills, both written and verbal.
• Proficiency in CRM systems, guest data platforms, and digital marketing tools.
• Creative thinker with a deep understanding of consumer behavior and experience curation.
• Ability to work cross-functionally with multiple departments and stakeholders.
• Fluent in English; Arabic is an advantage.

What you can expect from us: 

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the 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 – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

So, join us and you’ll become part of our ever-growing global family.