Guest Experience Agent - InterContinental Residences Abu Dhabi

IHG; Abu Dhabi; On-site; AED 78,000 - 112,000; Full time

Benefits offered by this job

Impressive room discounts

Training & development

Job summary

InterContinental Hotel & Residences Abu Dhabi is seeking a Guest Experience Agent to warmly welcome residents and guests and deliver personalized service aligned with the InterContinental brand.

The role emphasizes excellent communication, attention to detail, and the ability to coordinate with multiple departments to ensure memorable stays and smooth operations in a luxury residential-hotel environment. Fluency in English is essential; weekends and holidays may be required.

Qualifications

• Previous experience in Guest Experience, Guest Relations, Front Office, or a similar hospitality role.
• Excellent communication and interpersonal skills; friendly, confident, professional.
• Passion for hospitality and delivering memorable guest experiences.
• Strong customer service and problem-solving skills.
• Ability to anticipate guest needs and provide personalized service.
• Excellent organizational skills and attention to detail.
• Knowledge of hotel operations and luxury standards.
• Ability to coordinate with multiple departments and work in a team.
• Fluency in English; additional languages a plus.
• Flexibility to work shifts, weekends, holidays.

Responsibilities

• Warmly welcome residents, guests, and visitors.
• Deliver personalized guest service per InterContinental standards.
• Assist with inquiries, requests, and information about facilities.
• Build relationships with residents and anticipate needs.
• Handle feedback, concerns, and complaints with timely follow-up.
• Coordinate with Front Office, Housekeeping, Engineering, Security and others.
• Assist with arrivals, departures, and special arrangements.
• Support VIP arrivals and personalized experiences.
• Follow up on requests to ensure satisfaction.
• Maintain records of guest preferences and service information.
• Promote facilities, services, amenities.
• Monitor presentation and atmosphere of guest areas.
• Ensure proper handover of requests between shifts.
• Maintain guest privacy and security.
• Support resident engagement activities and events.
• Demonstrate professionalism and brand grooming.

Skills

Excellent communication

Guest service

Problem solving

Multitasking

Team coordination

Attention to detail

Professional grooming

English proficiency

Tools

Microsoft Office

Property Management System

Job description

At InterContinental Hotel & Residences Abu Dhabi, we believe that creating memorable experiences starts with genuine hospitality, personalized service, and attention to every detail. We are looking for a passionate, professional, and guest-oriented Guest Experience Agent to join our team at InterContinental Residences Abu Dhabi, ensuring that every resident and guest enjoys a welcoming, comfortable, and exceptional experience.

A little taste of your day-to-day:

Every day is different, but you will mainly be responsible for:

• Warmly welcome and greet residents, guests, and visitors, ensuring a positive and memorable first impression.
• Deliver exceptional and personalized guest service in accordance with InterContinental brand standards.
• Assist residents and guests with inquiries, requests, and information about residence facilities, services, and amenities.
• Build and maintain positive relationships with residents, recognizing their preferences and anticipating their needs.
• Handle guest feedback, concerns, and complaints professionally, ensuring timely follow-up and effective resolution.
• Coordinate with Front Office, Housekeeping, Engineering, Security, and other departments to ensure seamless guest experiences.
• Assist with resident arrivals, departures, and special arrangements, ensuring smooth and efficient service.
• Support VIP arrivals, special occasions, and personalized guest experiences.
• Follow up on resident requests to ensure satisfaction and timely completion.
• Maintain accurate records of guest preferences, feedback, requests, and service-related information.
• Promote residence facilities, services, and available amenities to enhance the overall guest experience.
• Monitor the presentation and atmosphere of guest areas, ensuring cleanliness, comfort, and luxury standards.
• Ensure effective communication and proper handover of guest requests and operational updates between shifts.
• Maintain guest privacy, confidentiality, and security in accordance with hotel policies.
• Support resident engagement activities and special events to enhance satisfaction and loyalty.
• Consistently demonstrate professionalism, excellent grooming, and a positive attitude while representing the InterContinental brand.

What we need from you:

• Previous experience in Guest Experience, Guest Relations, Front Office, or a similar hospitality role, preferably within a luxury hotel or serviced residences.
• Excellent communication and interpersonal skills with a friendly, confident, and professional approach.
• A genuine passion for hospitality and delivering memorable guest experiences.
• Strong customer service and problem-solving skills, with the ability to handle guest concerns effectively.
• Ability to anticipate guest needs and provide personalized service.
• Excellent organizational skills, attention to detail, and ability to multitask.
• Good knowledge of hotel operations, guest service procedures, and luxury hospitality standards.
• Ability to coordinate effectively with multiple departments and work as part of a team.
• Proficiency in Microsoft Office and familiarity with hotel property management systems will be an advantage.
• Excellent personal grooming and professional presentation.
• Good command of spoken and written English; additional languages will be an advantage.
• Flexibility to work shifts, weekends, and public holidays as required.

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference 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, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the teamthe room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeingframework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you'll become part of our ever-growing global family.