Guest Experience Agent — 24/7 Hospitality Support

InterContinental 62s Group plc; Dubai; On-site; AED 42,000 - 70,000; Full time

Job summary

Holiday Inn & Staybridge Suites Dubai Business Bay is seeking an Instant Service Agent to deliver warm, efficient guest service across three shifts, join a vibrant hotel team and support daily operations in a fast-paced environment.

You will be handling calls, log requests, and use property systems like Opera and Messagebox while maintaining guest privacy and high service standards. A background in hospitality and strong English communication are essential.

Qualifications

• Minimum two years’ experience in the same role in a 4-star hotel, call center, 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 are an advantage.
• Ability to work independently and within a team environment.
• Able to manage multiple tasks.
• Customer service oriented and friendly.

Responsibilities

• Provide prompt, courteous, and efficient service to all guests to achieve high customer satisfaction.
• Demonstrate understanding of hotel policies, procedures, and service standards.
• Rotate in 3 shifts (morning/afternoon/night).
• Handle incoming calls and wake-up calls.
• Work closely with team members and other departments with mutual respect.
• Maintain guest privacy and confidentiality.
• Log requests using Messagebox and follow up on delays.
• Attend shift briefings and departmental meetings.
• Be familiar with operating systems (Alcatel, Opera, Messagebox, Microsoft).

Skills

Customer service

English fluency

Teamwork

Multitasking

Tools

Opera system

Microsoft Office

Job description

Holiday Inn & Staybridge Suites Dubai Business Bay is seeking an Instant Service Agent to deliver warm, efficient guest service across three shifts, join a vibrant hotel team and support daily operations in a fast-paced environment.

You will be handling calls, log requests, and use property systems like Opera and Messagebox while maintaining guest privacy and high service standards. A background in hospitality and strong English communication are essential.