INSTANT SERVICE CENTRE SUPERVISOR – Holiday Inn & Staybridge Suites Dubai Business Bay

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 expec

Previous experience supervising a guest services or instant service/concierge team within a hotel environment. Strong communication and problem-solving skills. Ability to handle guest requests with urgency and follow-up. Proficiency with Opera (PMS) and hotel operations tools like MessageBox. Knowledge of local attractions and brand standards. Able to work in a fast-paced hotel setting and manage guest privacy and confidentiality.