Guest Service Agent at InterContinental Dubai Marina

InterContinental Hotels Group; Dubai; On-site; AED 39,000 - 61,000; Full time

Benefits offered by this job

Staff discounts

Training programs

Career growth opportunities

Job summary

InterContinental Dubai Marina Hotel & Residences invites you to join as a Guest Service Agent. You’ll welcome guests, handle check-ins/outs, and ensure a smooth experience across departments in a vibrant luxury setting.

Ideal candidates have 1–2 years in guest services, strong English communication, and a polished appearance. Rotating shifts and a collaborative team culture are part of daily life, with staff discounts and training opportunities provided.

Qualifications

• 1–2 years in a similar role or guest services background.
• Strong interpersonal and English communication skills; extra languages are a plus.
• Willingness to work rotating shifts and flexible hours; presentable appearance.
• Excellent communication across in-person, phone and written interactions.

Responsibilities

• Welcome guests in a warm, friendly, and professional manner.
• Check-in and check-out procedures per hotel standards.
• Verify guest information, process payments, and issue room keys.
• Respond promptly to inquiries, requests, and complaints with timely resolutions.
• Provide accurate information about hotel facilities, services, promotions, and local attractions.
• Handle room reservations, amendments, cancellations, and special requests.
• Coordinate with Housekeeping, Engineering, F&B, and other departments to ensure guest satisfaction.
• Maintain accurate guest records and update the PMS.
• Process cash, card and other payments following hotel policies.
• Answer calls professionally and direct as required.
• Upsell hotel rooms, facilities, and services where appropriate.
• Keep front desk and lobby clean, organized, and welcoming.
• Follow hotel policies and brand standards; maintain guest confidentiality.

Skills

Interpersonal skills

English communication

Team player

Job description

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
Each of our hotels cultivates a distinctive style and ambiance where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to join InterContinental Dubai Marina Hotel & Residences as Guest Service Agent.
InterContinental Dubai Marina is a Five Star luxury hotel & residence in the heart of Dubai Marina with 328 rooms and residence suites, flexible event space and restaurants & bars. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star presence.

Your role will include but not be limited to:

• Welcome guests in a warm, friendly, and professional manner.
• Perform efficient check-in and check-out procedures in accordance with hotel standards.
• Verify guest information, process payments, and issue room keys.
• Respond promptly to guest inquiries, requests, and complaints, ensuring timely resolution.
• Provide accurate information about hotel facilities, services, promotions, and local attractions.
• Handle room reservations, amendments, cancellations, and special requests.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest satisfaction.
• Maintain accurate guest records and update information in the property management system.
• Process cash, credit card, and other payment transactions in accordance with hotel policies.
• Answer telephone calls professionally and direct calls as required.
• Upsell hotel rooms, facilities, and services whenever appropriate.
• Ensure the front desk and lobby area remain clean, organized, and welcoming.
• Follow hotel policies, procedures, and brand standards always.
• Maintain guest confidentiality and comply with data protection requirements.
• Assist with emergency procedures and safety protocols when required.
• Perform any other duties assigned by the Front Office Manager or Supervisor.

Why you will love this job:

• Work in a dynamic, high-energy environment where no two days are the same.
• Learn new skills, receive mentorship, and have opportunities for career growth.
• Be part of a supportive team that values collaboration and fun.
• Enjoy benefits like staff discounts, and a creative, inspiring workplace.

Ideally, you'll have some or all the following qualifications and experience we're looking for:

• A minimum of 1 to 2 years in a similar role. Experience in guest services is a plus!
• Strong interpersonal skills and excellent command of English, both written and spoken. Knowledge of additional languages is an advantage.
• Comfortable with rotating shifts and flexible hours. You are a team player who adapts well to different situations.
• Impeccable grooming and a presentable appearance are essential.
• Excellent communication skills, whether interacting face-to-face, on the phone, or through written correspondence.

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 – including impressive room discounts all over the world and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the 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, 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.