Job description

ABOUT US

Travel is a journey. At Holiday Inn & Staybridge Suites, we help make it a joy.

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So, if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn® family.

The Holiday Inn & Staybridge Suites Dubai Business Bay, a cluster of hotels, is looking for an experienced Instant Service Centre Supervisor to join our extraordinary team!

Conveniently located in the heart of Dubai’s Business Bay, close to the iconic Burj Khalifa and just minutes from The Dubai Mall, Jumeirah Beach and many of Dubai’s world-leading attractions, the Holiday Inn & Staybridge Suites Dubai Business Bay will feature 275 hotel rooms, 120 Studios. one and two-bedroom apartments, convenient F&B offerings, and meeting and events facilities.

YOUR DAY TO DAY

GUEST EXPERIENCE

• Lead and supervise the Instant Service team to deliver prompt, courteous, efficient and personalized guest service in line with Brand Standards and hotel expectations.
• Take ownership of guest requests, enquiries and concerns, ensuring they are handled promptly, followed up effectively and resolved to the guest’s satisfaction. Escalate complex issues to the Manager on Duty when required.
• Ensure all guest complaints are accurately logged, followed up and appropriately recorded in the guest profile for future reference.
• Handle incoming calls and guest messages via Opera promptly and professionally, while maintaining strict guest privacy and confidentiality.
• Handle In-Room Dining orders and ensure timely follow-up in accordance with Brand Standards.
• Maintain comprehensive knowledge of hotel facilities, activities, operating hours, promotions, events, local attractions and services to confidently assist guests with their enquiries and requests.
• Monitor and follow up on engineering, housekeeping and other operational requests through MessageBox, ensuring work orders are completed within the expected timeframe and guests are kept informed of any delays.
• Follow up on system failures and outstanding requests to support smooth and efficient hotel operations.
• Analyze guest feedback and identify opportunities to improve service delivery, consistency and the overall guest experience.
• Drive consistency in departmental and hotel standards, ensuring guest expectations are consistently met.
• Collaborate with the Front Office Operations Manager to achieve departmental KPIs and identify opportunities to improve operational efficiency.

TEAM LEADERSHIP & OPERATIONS

• Manage the Instant Service team’s schedules, working hours and annual leave to ensure effective operational coverage.
• Provide operational support and departmental coverage when required, including during team member absences.
• Train and coach team members on all relevant hotel and departmental SOPs, policies, procedures and service standards, ensuring consistent understanding and application.
• Monitor and follow up on LMS training requirements, ensuring all team members complete their assigned training within the required timelines.
• Support the ongoing training, development and performance management of team members, promoting a culture of continuous learning and exceptional guest service.
• Ensure the team consistently follows hotel Brand Standards, Standard Operating Procedures (SOPs), policies and procedures, including grooming standards and guest privacy requirements.
• Maintain a clean, organized and professional work environment, ensuring the office and workstation are free from clutter.

RESPONSIBLE BUSINESS & COMPLIANCE

• Respond to emergency calls appropriately and in accordance with hotel procedures.
• Consistently follow Do Not Disturb (DND) and Incognito procedures to protect guest privacy and security.
• Maintain a comprehensive understanding of hotel policies, procedures, service standards, facilities, activities and local conditions.
• Demonstrate strong product and destination knowledge, including current local events and relevant information, to provide accurate and helpful recommendations to guests.
• Ensure all operational requests and information are recorded accurately and promptly in the relevant systems.
• Consistently adhere to hotel and departmental policies, procedures, SOPs and service standards.

WHAT WE NEED FROM YOU

• 2-3 years proven experience in a supervisory role within the hospitality industry.
• Strong leadership, communication, interpersonal and problem-solving skills.
• A genuine passion for guest service and creating memorable guest experiences.
• Experience in team training, development and performance management.
• Strong organizational skills and the ability to prioritize and manage multiple requests effectively.
• Ability to work collaboratively and remain calm, professional and solution-focused in a fast-paced hotel environment.
• Strong attention to detail and commitment to maintaining service, brand and operational standards.
• Fluency in the English language - extra language skills would be great.
• Literate and tech-savvy - you’ll need a good grasp of Opera and MessageBox Systems
• Flexibility - night, weekend and holiday shifts are all part of the job

Personal Attributes

• Naturally guest-focused
• Confident and approachable
• Strong communication and interpersonal skills
• Positive, energetic, and professional
• Highly organised and reliable
• Detail-oriented
• Comfortable working under pressure
• Flexible and operationally hands-on
• A supportive team player
• Passionate about delivering exceptional service

We give our people everything they need to succeed—from a competitive salary that rewards your hard work to a wide range of benefits designed to help you live your best work life.

These include uniforms, generous room discounts, and access to world-class training and development programs for your growth.

Our mission is to welcome everyone and create inclusive teams where differences are celebrated, and every colleague can thrive both professionally and personally.

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 built on trust, support, and acceptance, where we value and welcome people from different backgrounds, experiences, and perspectives.

At IHG, we promise every team member “Room to belong, Room to grow, and Room to make a difference.”

Your wellbeing matters to us. Through our myWellbeing Initiatives, we provide support across your health, lifestyle, and workplace, helping you feel supported both at work and beyond.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.