Imperial Club Agent - Guest Relations

Atlantis; Dubai; On-site; AED 55,800 - 83,700; Full time

Benefits offered by this job

Tax-free salary

Medical insurance

Annual flights home

Life insurance

Incentive opportunities

F&B privileges

Discounted stays

Structured training

International career mobility

Wellbeing initiatives

Internal advancement opportunities

Job summary

Atlantis Resorts in Dubai is seeking a polished Imperial Club Agent to manage guest journeys from arrival to departure with luxury service. The role requires precise front office procedures, concierge support, and cashiering accuracy across the Imperial Club experience.

Ideal candidates will have experience in high-end hospitality, English fluency, and a passion for personalized service. Arabic or Russian skills are a plus, with opportunities for growth within a premier resort network.

Qualifications

• Previous experience in Front Office, Club Lounge, Guest Relations, Concierge, or reception roles.
• Luxury hotel or five-star resort experience preferred.
• Passion for personalized guest service and relationships.

Responsibilities

• Welcome Imperial Club guests with a personalized arrival experience.
• Complete check-in and check-out procedures accurately and efficiently.
• Verify reservations, guest details, room allocations, payments, and special requests.

Skills

Imperial Club operations

Luxury guest relations

Front office services

Check-in procedures

Check-out procedures

Opera Cloud

Hotel cashiering

Cash handling

Credit card processing

Guest profile management

Welcome calls

Guest care calls

Concierge assistance

Restaurant reservations

Activity bookings

Transportation coordination

Personalized service

VIP guest support

Service recovery

Resort knowledge

Cross-department coordination

Guest confidentiality

Five-star hospitality

Tools

Opera Cloud

Job description

Imperial Club Agent - Guest Relations in Dubai, United Arab Emirates is a premium Hospitality opportunity for a polished professional experienced in personalized guest service, front office procedures, concierge support, and cashiering.

Atlantis Resorts is hiring a service‑driven agent to manage Imperial Club guest journeys from arrival through departure while maintaining luxury service, operational accuracy, security, and confidentiality.

Job Details

Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Guest Services-Concierge
Salary: 5000-7500 (UAE Dirhams)
Gender: Any
Candidate Nationality: Any
Job Type: Full‑time
Job Reference: 20288

Key Responsibilities

• Welcome Imperial Club guests and provide a professional, personalized arrival experience.
• Complete check‑in and check‑out procedures accurately and efficiently.
• Verify reservations, guest details, room allocations, payment arrangements, and special requests.
• Explain Imperial Club facilities, privileges, operating hours, dining options, and resort services.
• Process cash, credit card, room‑charge, deposit, and foreign currency transactions according to approved procedures.
• Balance cashiering records and maintain accurate transaction documentation.
• Conduct welcome calls after arrival and confirm that accommodation and initial arrangements meet guest expectations.
• Make care calls during the stay to identify needs, concerns, and opportunities for personalized service.
• Provide concierge assistance including restaurant reservations, activity bookings, transportation, and resort recommendations.
• Anticipate guest preferences and coordinate special arrangements for celebrations, families, VIP guests, and repeat visitors.
• Respond promptly to guest questions, requests, and service concerns.
• Take ownership of assigned requests and follow them through to completion.
• Coordinate with Housekeeping, Concierge, Bell Services, Transportation, Food and Beverage, Reservations, and other resort teams.
• Record preferences, incidents, requests, and follow‑up actions accurately in approved hotel systems.
• Monitor guest feedback and escalates complex matters to the appropriate supervisor.
• Support service recovery with empathy, discretion, and practical solutions.
• Maintain awareness of room status, resort activities, operational changes, and daily events.
• Protect guest information, room access details, financial data, and confidential resort records.
• Follow all security, cash handling, credit, key control, and identity verification procedures.
• Maintain a polished appearance and professional manner throughout each shift.
• Manage several guest interactions and administrative tasks without compromising accuracy.
• Assist colleagues during peak arrival and departure periods.
• Promote resort dining, entertainment, wellness, and leisure experiences based on individual guest interests.
• Contribute to Imperial Club satisfaction targets and luxury service quality standards.

Ideal Profile

• Previous experience in a comparable Front Office, Club Lounge, Guest Relations, Concierge, or reception position.
• Luxury hotel or five‑star resort experience is strongly preferred.
• Genuine passion for personalized guest service and relationship building.
• Confident, energetic, adaptable, and comfortable engaging with international guests.
• Strong written and spoken English communication skills.
• Arabic or Russian language ability is advantageous.
• Previous experience using Opera Cloud is preferred.
• Familiarity with hotel check‑in, check‑out, reservations, cashiering, and guest profile procedures.
• Able to handle financial transactions carefully and follow cash control standards.
• Strong organizational skills with the ability to manage competing priorities.
• Close attention to reservation details, guest preferences, billing information, and follow‑up commitments.
• Calm and professional when resolving complaints or responding to unexpected situations.
• Positive team player who can work effectively with colleagues at all organizational levels.
• Sound judgment and the confidence to complete routine duties independently.
• Flexible availability for rotating shifts, weekends, evenings, and public holidays.

Skills Set

• Imperial Club operations
• Luxury guest relations
• Front office services
• Check‑in procedures
• Check‑out procedures
• Opera Cloud
• Hotel cashiering
• Cash handling
• Credit card processing
• Guest profile management
• Welcome calls
• Guest care calls
• Concierge assistance
• Restaurant reservations
• Activity bookings
• Transportation coordination
• Personalized service
• VIP guest support
• Service recovery
• Complaint handling
• Resort knowledge
• Cross‑department coordination
• Guest confidentiality
• Five‑star hospitality

Benefits

Competitive tax‑free salary paid in UAE Dirhams. Comprehensive medical insurance with dental coverage. Annual flights home. Life insurance. Incentive opportunities. Food and beverage privileges. Discounted stays at Kerzner properties worldwide. Access to structured training, international career mobility, wellbeing initiatives, and internal advancement opportunities.