Guest Service Agent at InterContinental Fujairah Resort

InterContinental Hotels Group; Dadna; On-site; AED 60,000 - 90,000; Full time

Job summary

InterContinental Fujairah Resort is hiring a Guest Service Agent to be the friendly first contact for guests at check-in and check-out. You will deliver warm, professional service and help guests have a memorable stay, while supporting hotel operations and revenue opportunities.

Requirements include 1+ year in Front Office or Guest Service, fluency in English, and familiarity with Opera PMS. Arabic language skills are an advantage; the role is on-site in Fujairah, UAE, offering competitive pay

Qualifications

• Diploma or degree in Hospitality Management, Tourism, or a related field.
• Minimum 1 year of Front Office or Guest Service experience, preferably in a hotel.
• Fluency in spoken and written English; proficiency in Arabic or other languages is an advantage.
• Proficiency in Opera PMS.

Responsibilities

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members.
• Check guests in, issue room keys, provide information on hotel services and room location.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer, record and process all guest calls, messages, requests, preferences, questions or concerns.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Align self with the company values, mission and desired behaviors.
• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures.

Skills

Guest service

English fluency

Communication skills

Arabic language

Front office experience

Education

Hospitality degree or diploma

Tools

Opera PMS

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.

The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains. An exceptional destination where Arabian hospitality meets luxury. With 190 rooms, indoor & outdoor event space, restaurants & bar. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star resort presence.

What's your passion? Whether you're into knitting, kite flying or karaoke, at IHG we're interested in YOU! We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great brands guests love. And we're looking for more people like this to join our dynamic & committed team at the InterContinental Fujairah Resort.

Your Day to Day:

The Guest Service Agent is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Guest Service Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.

Some of your main role responsibilities are:

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests

• Check guests in, issue room keys, provide information on hotel services and room location

• Ensure required identification is taken from guests at check-in in line with local legislative requirements

• Answer phones in a prompt and courteous manner

• Up-sell rooms where possible to maximize hotel revenue

• Answer, record and process all guest calls, messages, requests, preferences, questions or concerns

• Check guests out, including resolving any late or disputed charges

• Accurately process all cash and credit card transactions using established procedures

• Issue, control and release guest safe-deposit boxes in line with hotel procedure

• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up

• Take action to solve guest problems/complaints using appropriate service recovery guidelines

• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty

• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes

• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

• To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members.

• To be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling Revenue

• Ensure that all charges are correctly posted to the guests bills following the standard procedures.

• Comply in maintaining security of information relating to customers and colleagues in the hotel.

• Comply with discretionary information keeping

• Align self with the company values, mission and desired behaviors.

• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures

• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager.

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

• Diploma or degree in Hospitality Management, Tourism, or a related field.

• Minimum 1 year of Front Office or Guest Service experience, preferably in a hotel.

• Proficiency in Opera or other hotel property management systems (PMS).

• Fluency in spoken and written English; proficiency in Arabic or other languages is an advantage.

• Strong communication, interpersonal, and guest service skills.

• Good knowledge of guest handling, hotel operations, and service recovery.

• Professional appearance and the ability to work effectively under pressure.

• Flexibility to work shifts, weekends, and public holidays.

In return, we offer competitive pay and benefits, and a chance to work with a great team of talented people. Most importantly, we'll give you the Room to Belong.

We are an equal opportunity employer.