Instant Service Agent at Intercontinental Fujairah

1 week ago

Al Fujairah City, Fujairah, United Arab Emirates InterContinental Full time

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.


The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains.

An exceptional destination where Arabian hospitality meets luxury. With 190 rooms, indoor & outdoor event space, restaurants & bar. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star resort presence.

Your Day to Day:


As Instant Service Agent, To act as the central communication point of contact at the hotel by providing and coordinating rapid responses to all guest requests, inquiries and needs; as well as assigning work orders to appropriate personnel.

To identify and anticipate guest needs; ensure complete guest satisfaction.

Some of your main role responsibilities are:

  • Inputs all Guests, Engineering, Housekeeping, etc. requests promptly and accurately into the QEMS rapid response system
  • Monitors all calls that are in queue and answers appropriately.
  • Coordinates and assigns by dispatching work orders to the appropriate department and staff and ensures the assigned work orders are completed in accepted standard time and by priority.
  • Notifies guests or internal staff of any delays in performing work orders in accepted standard time and calls back guests to ensure guest satisfaction within accepted time frame.
  • Continually checks on the pending QEMS work orders that have not been completed.
  • Handles all guest wakeup calls.
  • Handles guest messages written and or voice mail and sends fax out regarding guest inquiries and requests.
  • Logs all guest complaints and guest history into QEMS for future reference, tracks trends in service deficiencies and reports them to senior management.
  • Has the knowledge to checkin and checkout guests from Opera, through the telephone.
  • Knows the basics about what guests might request regarding Housekeeping, F&B, IT, Engineering and other department requirements.
  • Handles guest calls for the pickup and delivery of laundry, pressing, mending and drycleaning.
  • Updates all white boards with current information about the hotel and its activities and has complete knowledge of all inhouse groups and banquet events current and future.
  • Well aware of the restaurants operating hours and specials/promotions within the operation as well as catering space requirements and locations.
  • Must ensure high recognition of Priority Club and Ambassador Members in order to achieve high scores in the HeartBeat survey.
  • Completes the beginning and ending shift duties that include turnover shift report, outstanding jobs not completed in QEMS and any other daily, weekly and monthly reports required by senior management.
  • Ensure maximum involvement in the HeartBeat program in order to obtain higher results.
  • Promote Inter-Hotel sales and inhouse facilities.
Ideally, you'll have some or all of the following competencies and experience we're looking for:

  • High School diploma /Secondary qualification or equivalent.
  • One year front desk/guest service experience strongly preferred.
  • Proficiency in Opera is preferred but not essential.
  • Fluency in English. Other languages preferred.


In return, we offer competitive pay and benefits, and a chance to work with a great team of talented people.

Most importantly, we'll give you the Room to be Yourself.

We are an equal opportunity employer.

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?


As the world's first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings.

We all take great pride in being genuine ambassadors of the InterContinental brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity.

We create inspiring experiences for those seeking a richer perspective on the world.

If you'd like to embrace a world of opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

Let's Go Further Together.

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.

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