Guest Service Agent - InterContinental Abu Dhabi

InterContinental Hotels Group; Abu Dhabi; On-site; AED 45,000 - 56,000; Full time

Benefits offered by this job

Impressive room discounts

Training programs

Job summary

InterContinental Abu Dhabi is currently looking for a warm, confident Guest Service Agent to join our Front Office team. You will be a key contact for guests from check-in to checkout, delivering genuine hospitality and personalized service.

You will handle registrations, provide local information, recognize loyalty members, coordinate with departments, and ensure privacy and security. Flexibility to work shifts, including evenings and weekends, is required.

Qualifications

• Previous experience as a Guest Service Agent, Front Office Agent, Receptionist, or similar guest-facing hospitality role.
• Experience in luxury or international hotel environment is a plus.
• Excellent communication and interpersonal skills.
• Warm, confident and professional personality with a passion for guest service.
• Strong attention to detail and good organizational skills.
• Ability to multitask and stay calm in a fast-paced Front Office.
• Proactive approach to anticipating guest needs and taking ownership of requests.
• Good problem-solving skills and ability to handle feedback professionally.
• Familiarity with hotel property management systems is an advantage.
• Good computer skills and quick learner of new systems.
• Professional appearance and grooming standards.
• Flexibility to work evenings, nights, weekends and public holidays.
• Good spoken and written English; additional languages are an advantage.

Responsibilities

• Welcoming guests warmly and providing a professional check-in and check-out experience.
• Handling registrations, room assignments, keys, payments, and Front Office procedures accurately.
• Providing guests with information about facilities, services, and local area.
• Recognizing IHG One Rewards members, returning guests, and VIPs for personalized experiences.
• Understanding guest preferences and anticipating needs where possible.
• Handling 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.
• Coordinating with Housekeeping for room readiness and arrivals.
• Processing payments, deposits, and other transactions per hotel procedures.
• Answering calls and responding to enquiries warmly and professionally.
• Supporting special arrangements for birthdays, anniversaries, VIP stays, and other occasions.
• Maintaining knowledge of occupancy, room types, facilities, services, events, and promotions.
• Ensuring guest privacy, security, and confidentiality at all times.
• Supporting Front Office during busy arrival and departure periods.
• Maintaining grooming standards and professional presentation.

Skills

Guest Service

Front Office

Customer service

Communication

Multitasking

Attention to detail

Job description

At InterContinental Abu Dhabi, we are passionate about creating memorable experiences for our guests through genuine hospitality, personalized service, and attention to detail. We are currently looking for a warm, confident, and service-oriented Guest Service Agent to join our Front Office team.

A little taste of your day-to-day:

As a Guest Service Agent, you will be one of the key points of contact for our guests throughout their stay. From creating a warm welcome at check-in to ensuring a smooth departure, you will play an important role in making every interaction feel personal, effortless, and memorable.

• Welcoming guests warmly and providing a professional and efficient check-in and check-out experience.
• Handling guest registrations, room assignments, keys, payments, and other Front Office procedures accurately.
• Providing guests with information about hotel facilities, services, restaurants, promotions, and the local area.
• Recognizing IHG One Rewards members, returning guests, and VIPs and supporting the delivery of personalized experiences.
• Understanding guest preferences and anticipating their needs wherever possible.
• Handling guest enquiries, requests, and feedback promptly and professionally.
• Taking ownership of guest concerns and coordinating with the appropriate departments to ensure timely resolution and follow-up.
• Maintaining accurate guest profiles and ensuring relevant preferences and information are updated in the hotel system.
• Managing room-related requests and coordinating closely with Housekeeping to support smooth arrivals and room readiness.
• Processing payments, deposits, and other financial transactions accurately in accordance with hotel procedures.
• Answering telephone calls and responding to guest enquiries in a warm and professional manner.
• Supporting special arrangements for birthdays, anniversaries, VIP stays, and other memorable occasions.
• Maintaining up-to-date knowledge of hotel occupancy, room types, facilities, services, events, and promotions.
• Ensuring guest privacy, security, and confidentiality are maintained at all times.
• Supporting the Front Office team during busy arrival and departure periods.
• Maintaining professional grooming and presentation standards at all times.
• Demonstrating IHG values through genuine, respectful, and professional interactions with guests and colleagues.

What we need from you:

• Previous experience as a Guest Service Agent, Front Office Agent, Receptionist, or in a similar guest-facing hospitality role.
• Previous experience within a luxury or international hotel environment would be an advantage.
• Excellent communication and interpersonal skills.
• A warm, confident, and professional personality with a genuine passion for guest service.
• Strong attention to detail and good organizational skills.
• The ability to multitask and remain calm and composed in a fast-paced Front Office environment.
• A proactive approach with the ability to anticipate guest needs and take ownership of requests.
• Good problem-solving skills and the confidence to handle guest feedback professionally.
• Familiarity with hotel property management systems would be an advantage.
• Good computer skills and the ability to learn new systems quickly.
• A professional appearance and strong grooming standards.
• Flexibility to work different shifts, including evenings, nights, weekends, and public holidays.
• Good command of spoken and written English; additional languages would be an advantage.

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 - impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the teamthe 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 - and through our myWellbeingframework, 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.