Guest Experience Specialist — Front Desk & Concierge

IHG Hotels & Resorts; Dubai; On-site; AED 67,000 - 89,000; Full time

Job summary

Holiday Inn & Staybridge Suites Dubai Business Bay is looking for a Guest Experience Agent to welcome guests warmly, take reservations, and manage check-ins/outs with accuracy.

You will coordinate with hotel departments, provide local area guidance, handle inquiries with empathy, and ensure a seamless guest journey from arrival to departure.

Fluency in English is essential; additional languages are a plus, and prior hotel or hospitality customer service experience is preferred.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Prior guest service experience in hospitality is preferred.
• Familiarity with hotel reservation systems (Opera or similar) is desirable.
• Ability to handle guest complaints with patience and empathy.

Responsibilities

• Answer incoming calls promptly and courteously, providing information and assistance to guests.
• 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, with a warm welcome and accurate processing.
• Assist guests with luggage and explain hotel facilities and services.
• Provide information on local attractions, restaurants, and transportation options.

Skills

Communication

Guest service

Telephone handling

Opera PMS

Problem solving

Cash handling

Multitasking

Local knowledge

English fluency

Tools

Opera PMS

Job description

Holiday Inn & Staybridge Suites Dubai Business Bay is looking for a Guest Experience Agent to welcome guests warmly, take reservations, and manage check-ins/outs with accuracy.

You will coordinate with hotel departments, provide local area guidance, handle inquiries with empathy, and ensure a seamless guest journey from arrival to departure.

Fluency in English is essential; additional languages are a plus, and prior hotel or hospitality customer service experience is preferred.