Guest Experience Concierge - Front Desk & Reservations

InterContinental Hotels Group; Abu Dhabi; On-site; AED 65,000 - 100,000; Full time

Job summary

Holiday Inn & Staybridge Suites Dubai Business Bay, part of the InterContinental Hotels Group family, seeks a Guest Experience Agent to welcome guests and coordinate front-desk activities.

You will handle calls, reservations, check-ins/outs, and guest inquiries with a focus on exceptional service and seamless experience. Fluency in English is required; additional languages are a plus.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication

Multitasking

Cash handling

Telephone systems

Opera familiarity

English fluency

Guest relation

Tools

Opera

Reservation software

Job description

Holiday Inn & Staybridge Suites Dubai Business Bay, part of the InterContinental Hotels Group family, seeks a Guest Experience Agent to welcome guests and coordinate front-desk activities.

You will handle calls, reservations, check-ins/outs, and guest inquiries with a focus on exceptional service and seamless experience. Fluency in English is required; additional languages are a plus.