Guest Relations Team Leader

At InterContinental Residences Dubai Business Bay, we are seeking a Guest Relations Team Leader to support the delivery of exceptional guest experiences while leading daily guest relations operations and contributing to the success of the Front Office team.

This role is designed for a confident, service-driven hospitality professional who combines leadership, operational excellence, and genuine care for guests. As a Guest Relations Team Leader, you will act as a key point of contact for guests while supporting the Assistant Front Office Manager in driving service quality, guest satisfaction, and team performance.

This is more than a guest relations role.

InterContinental Residences Dubai Business Bay offers a luxury residential experience where every interaction matters. As a Guest Relations Team Leader, you will help shape memorable guest journeys, lead by example on the floor, and inspire the team to consistently deliver personalised and meaningful service.

Why This Role Matters

Guest experience defines our reputation.

As a Team Leader, you will play an important role in ensuring seamless guest relations operations while providing guidance and support to colleagues. You will help foster a culture of service excellence, proactively resolve guest concerns, and ensure every guest feels welcomed, recognised, and valued throughout their stay.

Your ability to balance guest engagement, operational coordination, and team leadership will directly contribute to guest loyalty and overall service performance.

Lead the Moments That Matter

You will oversee daily guest relations activities, support the Front Office leadership team, and ensure all guest interactions reflect the standards of InterContinental luxury hospitality.

From welcoming VIP arrivals and managing guest requests to supporting service recovery and mentoring colleagues, you will help create experiences that exceed expectations and strengthen guest relationships.

What We'll Support You to Do

• Lead Guest Experience Excellence: Deliver personalised and memorable service at every touchpoint

• Support Team Performance: Guide, coach, and motivate Guest Relations colleagues to achieve service excellence

• Drive Guest Satisfaction: Anticipate guest needs and ensure concerns are resolved efficiently and professionally

• Strengthen Service Culture: Promote a guest-centric environment focused on care, quality, and continuous improvement

The Gig

Reporting to the Assistant Front Office Manager, the Guest Relations Team Leader is responsible for coordinating daily guest relations operations and supporting service excellence initiatives at InterContinental Residences Dubai Business Bay.

• The Opportunity: Take a leadership role within a luxury residential hospitality environment

• The Strategy: Combine personalised service, operational efficiency, and team support to enhance guest satisfaction

• The Impact: Strengthen guest loyalty, team engagement, and the overall guest experience

You will work closely with operational departments to ensure guest expectations are consistently exceeded while supporting the development and success of the Guest Relations team.

Stay Human

At InterContinental, hospitality is about people.

This role is about creating meaningful connections, supporting colleagues, and delivering memorable experiences through genuine care, professionalism, 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

• Build strong guest relationships and anticipate individual needs

• Recognise VIPs, long-stay guests, repeat visitors, and special occasions

• Ensure guest requests are handled promptly and professionally

• Create memorable moments that enhance guest satisfaction and loyalty

Team Leadership & Support

• Lead daily Guest Relations operations during assigned shifts

• Support onboarding, coaching, and development of Guest Relations colleagues

• Provide guidance and assistance to team members during operational challenges

• Promote teamwork, accountability, and service excellence

• Act as a role model for professional conduct and guest engagement

Guest Relations Operations

• Coordinate guest relations activities and ensure smooth daily operations

• Monitor guest feedback and identify opportunities for service improvement

• Maintain accurate guest profiles and preferences within hotel systems

• Ensure guest amenities and personalised arrangements are delivered successfully

Service Recovery & Problem Resolution

• Respond to guest concerns with empathy, professionalism, and urgency

• Investigate service issues and implement effective solutions

• Follow up with guests to ensure satisfaction and service recovery

• Escalate significant concerns appropriately while maintaining guest confidence

Cross-Department Collaboration

• Work closely with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments

• Ensure guest requests and preferences are communicated effectively

• Support arrivals, departures, special events, and VIP experiences

• Promote seamless service delivery throughout the residence

Quality & Compliance

• Maintain compliance with IHG brand standards and operational procedures

• Support guest satisfaction initiatives and quality assurance programs

• Ensure professionalism, confidentiality, and attention to detail in all interactions

• Adhere to health, safety, and security requirements

What Success Looks Like

• High guest satisfaction and positive guest feedback

• Strong service recovery and issue resolution performance

• Effective leadership and engagement of Guest Relations colleagues

• Consistent delivery of personalised guest experiences

• Smooth collaboration across operational departments

• Compliance with brand standards and luxury hospitality expectations

Who This Role Is Perfect For

• Hospitality professional passionate about guest experience and service excellence

• Emerging leader ready to take the next step in Front Office or Guest Relations leadership

• Strong communicator who builds trust and relationships easily

• Proactive problem solver who remains calm under pressure

• Organised and detail-oriented professional with strong operational awareness

• Team player committed to coaching and supporting colleagues

What We Need From You

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

Education

• Hospitality-related qualification preferred

Experience

• 3–5 years of experience in Guest Relations, Front Office, or Guest Experience operations

• Previous Team Leader, Senior Guest Relations, or Supervisory experience preferred

• Experience within luxury hotels, resorts, branded residences, or premium hospitality environments

• Working knowledge of Opera PMS or similar property management systems

• GCC/UAE hospitality experience preferred

Personal Attributes

• Outstanding communication and relationship-building skills

• Strong leadership and coaching abilities

• Passion for delivering exceptional guest experiences

• Professional, confident, and approachable personality

• Excellent problem-solving and decision-making skills

• Ability to perform effectively in a fast-paced luxury hospitality environment

• Commitment to continuous improvement and operational excellence

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.