Guest Service Center Agent at InterContinental Dubai Marina Hotel & Residences

InterContinental Hotels Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel in Dubai is seeking a Guest Service Center Agent to provide exceptional customer service. This role involves managing incoming calls, guest inquiries, and coordinating with various departments to ensure guest satisfaction. The ideal candidate has at least 1 year of experience in luxury hospitality, excellent communication skills, and proficiency in property management systems. The hotel offers a competitive salary and benefits along with a supportive work environment.

Benefits

Impressive room discounts

Comprehensive training programs

Support for wellbeing

Qualifications

• At least 1 year of experience in a similar role within luxury hospitality.
• Proficiency in using property management systems.

Responsibilities

• Handle all incoming calls to the hotel efficiently and courteously.
• Manage guest inquiries, reservations, and service requests.
• Coordinate with various departments to fulfill guest requests.
• Record and follow up on all guest complaints and service issues.
• Provide accurate information about hotel services.
• Process messages and emergency calls in accordance with procedures.
• Support the Front Office team during peak periods.

Skills

Excellent verbal and written communication skills

Strong problem-solving abilities

Multitasking

Professional phone etiquette

Interpersonal skills

Tools

Property management systems (e.g., Opera, Fidelio)

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 Center 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.

A little taste of your day-to-day:

The Guest Service Center Agent is the first point of contact for guests via phone, email, and internal communication channels. This role is responsible for providing exceptional customer service by handling guest inquiries, requests, and concerns promptly and professionally. The ideal candidate demonstrates excellent communication skills, attention to detail, and a genuine passion for hospitality.

Your role will include but not be limited to:

• Handle all incoming calls to the hotel efficiently and courteously, following brand standards.
• Manage guest inquiries, reservations, wake‑up calls, and service requests through the hotel’s systems.
• Coordinate with various departments (Housekeeping, Engineering, Front Desk, Food & Beverage, etc.) to ensure timely fulfilment of guest requests.
• Record and follow up on all guest complaints and service issues, ensuring prompt resolution.
• Provide accurate information about hotel services, facilities, and local attractions.
• Process messages, paging, and emergency calls in accordance with safety and service procedures.
• Maintain confidentiality of all guest and hotel information.
• Support the Front Office team during peak periods as needed.
• Contribute to a positive and team‑oriented work environment.

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

• At least 1 year of experience in the similar role within luxury hospitality.
• Excellent verbal and written communication skills.
• Strong problem‑solving and multitasking abilities.
• Proficiency in using property management systems (e.g., Opera, Fidelio, or similar).
• Professional phone etiquette and interpersonal skills.
• Ability to remain calm and courteous under pressure.

What you can expect from us:

We provide our team members with 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, and some of the best training in the industry. 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, promoting a culture of trust, support, and acceptance. We always welcome 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 – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and become part of our ever-growing global family. Apply today and embark on your next exciting career journey with us! As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental® brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.