Guest Experience Agent – Luxury Front Office

InterContinental Hotels Group; United Arab Emirates; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

Room discounts

Training programs

Job summary

InterContinental Abu Dhabi is seeking a warm, confident Guest Service Agent to join our Front Office team. You will be a key contact for guests, delivering a personal, memorable arrival and departure experience.

Responsibilities include welcoming guests, handling registrations, room assignments, payments, and providing information about facilities, local area, and promotions. You will tailor service for IHG One Rewards members and VIPs.

Qualifications

• Previous experience in a guest-facing hospitality role such as Guest Service Agent, Front Office Agent, or Receptionist.
• Experience in luxury or international hotel environments preferred.
• Excellent communication and interpersonal skills.
• Warm, confident, professional personality with passion for guest service.
• Strong attention to detail and organization.
• Ability to multitask in a fast-paced Front Office environment.
• Proactive approach to anticipating guest needs and taking ownership of requests.
• Good problem-solving skills and ability to handle guest feedback professionally.
• Familiarity with hotel PMS is advantageous.
• Good computer skills and quick learning of new systems.
• Professional appearance and grooming standards.
• Flexibility to work varying shifts including evenings, nights, weekends, and holidays.
• English speaking and writing proficiency; additional languages an advantage.

Responsibilities

• Welcoming guests with a professional and efficient check-in/check-out experience.
• Handling registrations, room assignments, keys, payments, and Front Office procedures.
• Providing information about facilities, services, restaurants, promotions, and local area.
• Recognising IHG One Rewards members, returning guests, and VIPs to personalise experiences.
• Understanding guest preferences and anticipating needs.
• Handling guest inquiries, requests, and feedback promptly and professionally.
• Taking ownership of guest concerns and coordinating with departments for timely resolution.
• Maintaining accurate guest profiles and updating preferences in the system.
• Managing room-related requests and coordinating with Housekeeping for readiness.
• Processing payments and deposits accurately per hotel procedures.
• Answering calls and responding to inquiries warmly.
• Supporting special arrangements for birthdays, anniversaries, VIP stays.
• Maintaining knowledge of occupancy, room types, facilities, services, events, and promotions.
• Ensuring guest privacy and confidentiality at all times.
• Supporting Front Office during busy arrival/departure periods.
• Maintaining grooming standards.
• Demonstrating IHG values in interactions with guests and colleagues.

Skills

Guest Service Experience

Front Office Experience

Communication Skills

Attention to Detail

Multitasking

Problem-Solving

English Proficiency

Computer Skills

Tools

Property Management System

Job description

InterContinental Abu Dhabi is seeking a warm, confident Guest Service Agent to join our Front Office team. You will be a key contact for guests, delivering a personal, memorable arrival and departure experience.

Responsibilities include welcoming guests, handling registrations, room assignments, payments, and providing information about facilities, local area, and promotions. You will tailor service for IHG One Rewards members and VIPs.