Guest Experience Agent - Holiday Inn & Staybridge Suites Dubai Business Bay

InterContinental Hotels Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading global hotel chain in Dubai seeks a Guest Experience Agent to enhance the guest experience through exemplary customer service. Responsibilities include handling reservations, managing guest inquiries, and providing information about local attractions. The role requires excellent communication skills, familiarity with hotel reservation systems, and the ability to multitask in a busy environment. Join our team and contribute to creating memorable moments for guests while enjoying competitive pay and benefits.

Benefits

Competitive salary

Benefits package

Opportunities for career development

Qualifications

• Prior experience in a customer service role, preferably in hospitality.
• Basic math skills for handling transactions.

Responsibilities

• Answer incoming calls and assist guests.
• Handle guest check-ins and check-outs.
• Maintain an organized front desk area.
• Resolve guest complaints promptly.

Skills

Excellent communication and interpersonal skills

Proficiency in operating telephone systems

Ability to handle guest complaints

Attention to detail

Fluency in spoken and written English

Tools

Hotel reservation systems (Opera or similar)

Job description

Guest Experience Agent - Holiday Inn & Staybridge Suites Dubai Business Bay

Travel is a journey. At Holiday Inn & Staybridge Suites, we help make it a joy.

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests' stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So, if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn® family.

The Holiday Inn & Staybridge Suites Dubai Business Bay, a cluster of hotels, is looking for an experienced Guest Experience Agent to join their extraordinary team! Conveniently located in the heart of Dubai’s Business Bay area, home of the Burj Khalifa! Minutes away from The Dubai Mall, renowned Jumeirah Beach, and with convenient access to all of Dubai’s world-leading tourist attractions. The Holiday Inn & Staybridge Suites Dubai Business Bay includes 275 hotel rooms as well as 120 one- and two-bedroom apartments, convenient F&B offerings & meeting and events facilities.

YOUR DAY TO DAY

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

WHAT WE NEED FROM YOU

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

• 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.

WHAT WE OFFER

We'll reward all your hard work with a competitive salary and benefits.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.

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

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.