Instant Service Centre Ambassador

3 weeks ago


Dubai, United Arab Emirates InterContinental Full time

Do you see yourself as a Telephone Operator for InterContinental Hotels Group® Dubai Festival City?

The InterContinental Hotels Group® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 900 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.

A little taste of your day-to-day:

- Provide prompt, courteous and efficient service to all guests to achieve a high level of customer satisfaction through personalized service as per Brand Standards.
- Demonstrate a complete understanding of the hotel policies, procedures, service standards, have full knowledge of the hotel facilities, happenings, local conditions and current events.
- Rotate in 3 shifts (morning / afternoon / night).
- Handle incoming calls for IC, CP HI and ICRS properties.
- Work closely with your team members, Supervisors, Managers and also colleagues of other department in a friendly manner assuring mutual respect and encourage each other to create Great Hotels Guests Love.
- Maintain the privacy of all guests by ensuring that no details are disclosed.
- Take ownership of guest requests and notify them of any delays in performing work orders in accepted standard time and call them back to ensure their satisfaction.
- Take ownership of solving guest problems and pass it to the Manager on Duty if necessary and record the guest complaints.
- Handle wakeup calls of IC, CP and ICRS properties.
- Complete additional tasks assigned by your Service Leader, Supervisor or Manager
- Promptly handle all emergency calls efficiently.
- Use QEMS to log all requests and issues
- Attend shift briefings, read handovers and participate in departmental meetings/gatherings.
- Be fully knowledgeable of the operating systems such as Alcatel, Opera, QEMS, TMS, CCS, Microsoft and etc to perform the tasks/operations promptly.

What we need from you:

- Minimum two years’ experience in the same role in a 5 star hotel, Call centre or any customer service related job.
- Intermediate knowledge of Microsoft Office and Microsoft Outlook.
- Excellent written and verbal English communication skills and knowledge of an additional language is an advantage.
- Previous experience in Opera system is an advantage.
- Ability to work independently and within a team environment.
- Able to manage multiple tasks.
- Eager to learn, stay motivated & progress.
- Enthusiastic, courteous & helpful to colleagues & customers.
- Customer service orientated.
- Outgoing, friendly, warm personality.

What you can expect from us:
We’ll reward all your hard work with competitive salary and benefits.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.

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 and let's #GoFurtherTogether.



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