Guest Experience Agent - 3-Shift Hotel Service

InterContinental Hotels Group; United Arab Emirates; On-site; AED 45,000 - 73,000; Full time

Job summary

Holiday Inn & Staybridge Suites Dubai Business Bay, part of the InterContinental Hotels Group, seeks an Instant Service Agent to deliver prompt, courteous service to guests across three daily shifts. You will handle calls, manage wake-up requests, and work closely with colleagues to uphold brand standards.

Ideal candidates have at least two years in customer-facing roles in hotels or call centers, strong English skills, and the ability to multitask while maintaining guest privacy.

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.
• Previous experience in Food & Beverage is an advantage
• 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.

Responsibilities

• Provide prompt, courteous service to all guests to ensure satisfaction and align with Brand Standards.
• Understand hotel policies, facilities, and local conditions to assist guests.
• Rotate in 3 shifts (morning/afternoon/night).
• Handle incoming calls and wakeup calls for guests.
• Collaborate with team and other departments to create great guest experiences.
• Maintain guest privacy and protect sensitive information.
• Log requests with the system and follow up to ensure timely completion.
• Attend shift briefings and participate in departmental meetings.
• Be proficient with hotel operating systems (Alcatel, Opera, Messagebox, Microsoft).

Skills

English communication

Customer service

Teamwork

Multi-tasking

Independent work

Tools

Microsoft Office

Microsoft Outlook

Opera system

Job description

Holiday Inn & Staybridge Suites Dubai Business Bay, part of the InterContinental Hotels Group, seeks an Instant Service Agent to deliver prompt, courteous service to guests across three daily shifts. You will handle calls, manage wake-up requests, and work closely with colleagues to uphold brand standards.

Ideal candidates have at least two years in customer-facing roles in hotels or call centers, strong English skills, and the ability to multitask while maintaining guest privacy.