Instant Service Agent

InterContinental Hotels Group; United Arab Emirates; On-site; AED 45,000 - 73,000; Full time

Job summary

Holiday Inn & Staybridge Suites Dubai Business Bay, part of the InterContinental Hotels Group, seeks an Instant Service Agent to deliver prompt, courteous service to guests across three daily shifts. You will handle calls, manage wake-up requests, and work closely with colleagues to uphold brand standards.

Ideal candidates have at least two years in customer-facing roles in hotels or call centers, strong English skills, and the ability to multitask while maintaining guest privacy.

Qualifications

• Minimum two years’ experience in the same role in a 4 star hotel, Call center or any customer service related job.
• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• Previous experience in Food & Beverage is an advantage
• Excellent written and verbal English communication skills and knowledge of an additional language is an advantage.
• Previous experience in Opera system is an advantage.
• Ability to work independently and within a team environment.
• Able to manage multiple tasks.
• Eager to learn, stay motivated & progress.
• Enthusiastic, courteous & helpful to colleagues & customers.
• Customer service orientated.
• Outgoing, friendly, warm personality.

Responsibilities

• Provide prompt, courteous service to all guests to ensure satisfaction and align with Brand Standards.
• Understand hotel policies, facilities, and local conditions to assist guests.
• Rotate in 3 shifts (morning/afternoon/night).
• Handle incoming calls and wakeup calls for guests.
• Collaborate with team and other departments to create great guest experiences.
• Maintain guest privacy and protect sensitive information.
• Log requests with the system and follow up to ensure timely completion.
• Attend shift briefings and participate in departmental meetings.
• Be proficient with hotel operating systems (Alcatel, Opera, Messagebox, Microsoft).

Skills

English communication

Customer service

Teamwork

Multi-tasking

Independent work

Tools

Microsoft Office

Microsoft Outlook

Opera system

Job description

ABOUT US

Travel is a journey. At Holiday Inn & Staybridge Suites, we help make it a joy.

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So, if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn® family.

The Holiday Inn & Staybridge Suites Dubai Business Bay, a cluster of hotels, is looking for an experienced Instant Service Agent to join our extraordinary team!

Conveniently located in the heart of Dubai’s Business Bay area, home of the Burj Khalifa! Minutes away from The Dubai mall, renowned Jumeirah Beach, and with convenient access to all of Dubai’s world leading tourist attractions. The Holiday Inn & Staybridge Suites Dubai Business Bay includes 275 hotel rooms as well as 120 one- and two-bedroom apartments, convenient F&B offerings & meeting and events facilities.

YOUR DAY TO DAY

• Provide prompt, courteous and efficient service to all guests to achieve a high level of customer satisfaction through personalized service as per Brand Standards.
• Demonstrate a complete understanding of the hotel policies, procedures, service standards, have full knowledge of the hotel facilities, happenings, local conditions and current events.
• Rotate in 3 shifts (morning / afternoon / night).
• Handle incoming calls and handle wakeup calls
• Work closely with your team members, Supervisors, Managers and also colleagues of other department in a friendly manner assuring mutual respect and encourage each other to create Great Hotels Guests Love.
• Maintain the privacy of all guests by ensuring that no details are disclosed.
• Take ownership of guest requests and notify them of any delays in performing work orders in accepted standard time and call them back to ensure their satisfaction.
• Complete additional tasks assigned by your supervisor or Manager.
• Promptly handle all emergency calls efficiently.
• Use Messagebox to log all requests and issues
• Promptly check all e-mails and action accordingly.
• Attend shift briefings, read handovers and participate in departmental meetings/gatherings.
• Be fully knowledgeable of the operating systems such as Alcatel, Opera, Messagebox, Microsoft and etc. to perform the tasks/operations promptly.

WHAT WE NEED FROM YOU

• Minimum two years’ experience in the same role in a 4 star hotel, Call center or any customer service related job.
• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• Previous experience in Food & Beverage is an advantage
• Excellent written and verbal English communication skills and knowledge of an additional language is an advantage.
• Previous experience in Opera system is an advantage.
• Ability to work independently and within a team environment.
• Able to manage multiple tasks.
• Eager to learn, stay motivated & progress.
• Enthusiastic, courteous & helpful to colleagues & customers.
• Customer service orientated.
• Outgoing, friendly, warm personality.

WHAT WE OFFER

We'll reward all your hard work with competitive salary and benefits.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.

Go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.