Guest Experience Agent at Intercontinental

1 week ago

Dubai, United Arab Emirates InterContinental Full time

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

With the combination of 456 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 pre-opening team as **Guest Experience Agent** and let us help you create a career journey like no other.

**As a professional in your role, your responsibilities and essential job functions will include but are not limited to**:

- 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.

**Ideally, you should possess some or all the following qualifications and experience**:

- Previous experience in a customer service role, preferably in a hotel or hospitality setting.
- 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.

In return we'll give you a competitive financial and benefits package and the chance to work with a great team of people. Most importantly, we'll give you Room to be yourself.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences 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 diverse 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 are committed to supporting wellbeing in your health, lifestyle, and workplace.

We are an equal opportunities 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

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