Guest Experience Agent

Do you have a passion for creating unforgettable experiences for others? If so, we invite you to embark on a career journey like no other at InterContinental Hotels Group (IHG®)

InterContinental Residences Dubai Business Bay is nestled in the heart of Dubai's bustling business district, providing a sanctuary of tranquillity amidst the city's vibrant landmarks. Located just a short distance from the outstanding Dubai Mall and the awe-inspiring Burj Khalifa, hotels strive to provide the epitome of luxury and lifestyle filled with elegance and sophistication.

With the combination of 176 meticulously designed rooms, each offering unparalleled comfort and style, guests will be immersed in a world of grandeur. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to join the team as Guest Experience Agent and let us help you create a career journey like no other.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Answer incoming calls promptly and courteously, providing information and assistance to guests.
• Ensure all telephone inquiries and requests are handled efficiently and accurately.
• Take guest reservations and process bookings in the hotel reservation system.
• Coordinate with other hotel departments to fulfill guest requests and ensure a seamless guest experience.
• Handle guest check-ins and check-outs, ensuring accuracy and providing a warm welcome.
• Assist guests with luggage, escorting them to their rooms and explaining hotel facilities and services.
• Provide information on local attractions, restaurants, and transportation options to enhance guest experiences.
• Handle guest complaints and resolve issues promptly and to the guest's satisfaction.
• Maintain knowledge of hotel policies, rates, and special promotions to effectively communicate with guests.
• Handle cash and credit card transactions, ensuring accuracy and following hotel procedures.
• Maintain a clean and organized front desk area, including the lobby and guest waiting area.
• Assist with administrative tasks, such as filing, data entry, and preparing reports.
• Previous experience in a customer service role, preferably in a hotel or hospitality setting.

What we need from you

• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Proficiency in operating telephone systems, including handling multiple lines and transferring calls.
• Familiarity with hotel reservation systems, such as Opera or similar software.
• Ability to handle guest complaints and difficult situations with patience and empathy.
• Strong attention to detail and accuracy in handling guest information and reservations.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Basic math skills and proficiency in handling cash and credit card transactions.
• Knowledge of local attractions, restaurants, and transportation options to assist guests.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• Fluency in written and spoken English, additional languages a plus.

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.

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.