Guest Experience Agent

About us

InterContinental Hotels & Resorts has delighted luxury travellers since 1946, serving as a meeting place for heads of state, a setting for world-changing speeches, and the impetus for some of the most famous love stories of all time.

The brand has become synonymous with bold exploration, travel, and cultural discovery. The InterContinental The Red Sea Resort exemplifies these attributes. Set within one of the world’s most ambitious luxury tourism developments amidst an archipelago of over 90 pristine islands, the hotel offers guests sweeping views of the ocean and a discreet barefoot luxury immersed in nature experience.

Each of the resort’s 210 sea-facing rooms provides immediate beach access; allowing guests to step out on to the sands of the Red Sea from the terrace. Moreover, the resort features seven different gastronomic experiences, sprawling pools and recreational facilities, a spa, a health club and curated meetings and events spaces for leisure, business travellers and groups.

With the worldliness that travel brings, every stay will take your imagination to places you’d never expect!

Guest Experience Agent

A Guest Experience Agent, including telephone duties, at an international luxury hotel plays a crucial role in ensuring guests have a seamless and enjoyable stay. Here are the typical day-to-day activities for this position:

Day-to-Day Activities of a Guest Experience Agent

1. Handling Guest Inquiries:
   • Answering phone calls and responding to guest inquiries promptly and professionally.
   • Providing information about room availability, rates, hotel amenities, and local attractions
2. Managing Reservations:
   • Assisting guests with making, modifying, and canceling reservations over the phone.
   • Ensuring that all reservation details are accurately recorded in the hotel's system
3. Guest Interaction:
   • Greeting guests upon arrival and providing a warm welcome.
   • Assisting guests with check-in and check-out processes, ensuring a smooth and efficient experience
4. Coordinating Guest Services:
   • Handling special requests, such as arranging transportation, booking restaurant reservations, and organizing tours.
   • Communicating with other departments to ensure guest requests are fulfilled promptly
5. Problem-Solving and Issue Resolution:
   • Addressing and resolving any guest complaints or issues promptly and effectively.
   • Escalating complex issues to the appropriate department or supervisor if necessary
6. Maintaining Knowledge of Hotel and Local Area:
   • Staying informed about hotel services, promotions, and events to provide accurate information to guests.
   • Keeping up-to-date with local attractions, restaurants, and activities to offer recommendations
7. Administrative Tasks:
   • Maintaining accurate records of guest interactions and requests.
   • Preparing reports on guest feedback and satisfaction
8. Ensuring Safety and Security:
   • Monitoring the lobby area and ensuring the safety and security of guests and staff.
   • Responding to emergency situations and coordinating with security personnel as needed

Skills and Qualities Needed

1. Strong Communication Skills:
   • Ability to communicate clearly and effectively with guests, staff, and local businesses.
2. Interpersonal Skills:
   • Building rapport and maintaining relationships with guests and colleagues.
3. Problem-Solving Skills:
   • Addressing and resolving issues promptly and effectively.
4. Organizational Skills:
   • Managing multiple tasks and maintaining detailed records efficiently.
5. Knowledge of Local Area:
   • Staying informed about local attractions, events, and services to provide accurate recommendations. 

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 – including a full uniform, 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, color, 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.