Job Description

Job Category: Hotel-Front Office
:
As the Club InterContinental Manager/Duty Manager at InterContinental Abu Dhabi, you will be responsible for overseeing the operations of the exclusive Club InterContinental Lounge, ensuring a seamless, luxurious, and highly personalized guest experience for our most discerning clientele - including VIPs, long-stay guests, IHG One Rewards elite members, and business travellers. This role requires strong leadership, attention to detail, and a passion for delivering bespoke service in a refined and elegant environment. You will ensure the Club Lounge consistently reflects the highest brand standards in both service delivery and ambiance.
A little taste of your day-to-day:
Every day is different, but you'll mostly do:
1. Guest Experience & Personalization

• Deliver a consistently high standard of personalized service to Club InterContinental guests.
• Greet and interact with VIPs, IHG One Rewards members and InterContinental Ambassadors, ensuring recognition and preferential treatment.
• Maintain detailed guest preference records to personalize experiences (e.g., food & beverage preferences, newspaper choices, room locations).
• Ensure that guest preferences are performed as per guest expectations, and guests are informed accordingly.
• Handle guest feedback, concerns, and special requests with a proactive and solution-oriented mindset.
• Support check-in and check-out processes directly in the lounge, ensuring speed, privacy, and professionalism.
• Engage with guests consistently to establish rapport and build loyalty.

2. Operations Management

• Oversee daily operations of the Club InterContinental Lounge, including breakfast, afternoon tea, and evening cocktail service.
• Ensure food and beverage offerings meet brand standards and guest expectations.
• Coordinate with Culinary, Housekeeping, Engineering, and Front Office to maintain the cleanliness, functionality, and appeal of the lounge.
• Manage lounge setup and ambiance, including music, lighting, floral arrangements, and presentation.
• Ensure proper documentation, inventory control, and reporting for all lounge activities.

3. Team Leadership & Development

• Recruit, train, schedule, and supervise Club InterContinental team members.
• Motivate and coach the team to deliver exceptional and anticipatory service in line with the InterContinental brand promise.
• Conduct regular briefings, performance evaluations, and on-the-job training to elevate service delivery.
• Foster a positive and engaging team environment built on professionalism, trust, and shared values.

4. Financial Management & Reporting

• Monitor and control expenses related to lounge operations, ensuring budget compliance.
• Track and analyze guest satisfaction scores, service recovery cases, and team productivity metrics.
• Prepare monthly reports on Club Lounge performance, guest feedback, and improvement initiatives.

5. Brand & Quality Assurance

• Act as the brand guardian for Club InterContinental standards, ensuring all SOPs are followed precisely.
• Collaborate with Marketing, Sales, and Front Office teams to support Club room bookings, promotions, and loyalty initiatives.
• Champion IHG One Rewards within the lounge and ensure all brand-driven initiatives (enrollment, recognition, up-selling) are implemented effectively.

What we need from you:
Education & Qualifications:

• Bachelor's degree or diploma in Hospitality Management or related field.
• Certification in customer service, luxury service training, or guest relations is an advantage.

Experience:

• Minimum 3-5 years of experience in guest relations, front office, or club lounge operations in a luxury hotel environment.
• At least 1-2 years in a supervisory or managerial role.
• Previous experience working with VIPs, executives, and high-profile guests is highly desirable.

Skills & Competencies:

• Exceptional interpersonal, communication, and presentation skills.
• Proficiency in spoken and written English; additional languages such as Arabic, French, or Russian are a plus.
• In-depth understanding of luxury service standards, guest personalization, and hospitality technology (Opera, IHG Concerto).
• Strong leadership, decision-making, and organizational skills.
• High attention to detail, discretion, and emotional intelligence.

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.

Skills Required