Instant Service Agent at InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa

IHG Hotels & Resorts; Ras Al Khaimah; On-site; AED 30,000 - 45,000; Full time

Job summary

A leading hotel chain is seeking an Instant Service Agent to provide exceptional service and ensure guest satisfaction. The role involves managing guest requests, handling calls, and working closely with team members. Ideal candidates will have experience in customer service, excellent communication skills, and a friendly demeanor. Join a diverse team that values inclusivity and offers competitive benefits.

Benefits

Competitive salary

Room discounts

Full uniform

Top-tier training

Qualifications

• Minimum two years’ experience in a similar role in a 5-star hotel or customer service position.
• Excellent written and verbal English communication skills.

Responsibilities

• Providing prompt, courteous, and efficient service to all guests.
• Handling incoming calls and wake-up calls.
• Resolving guest problems or escalating to the Manager on Duty.

Skills

Customer service

Communication

Teamwork

Tools

Microsoft Office

Opera

Job description

First impressions count. To get our guests’ memorable experiences off to an unforgettable start, we’re looking for an Instant Service Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.

A little taste of your day-to-day:

Every day is different, but you’ll mostly be:

• Providing prompt, courteous, and efficient service to all guests to achieve high customer satisfaction through personalized service as per Brand Standards.
• Demonstrating a complete understanding of hotel policies, procedures, service standards, and having full knowledge of hotel facilities, local happenings, and current events.
• Rotating in 3 shifts (morning / afternoon / night).
• Handling incoming calls and wake-up calls.
• Working closely with team members, Supervisors, Managers, and colleagues from other departments in a friendly manner, ensuring mutual respect and encouraging teamwork.
• Maintaining guest privacy by ensuring confidentiality of details.
• Taking ownership of guest requests, notifying them of any delays, and following up to ensure satisfaction.
• Resolving guest problems or escalating to the Manager on Duty when necessary, and recording complaints.
• Completing additional tasks as assigned by supervisors or managers.
• Handling emergency calls efficiently.
• Using Messagebox to log requests and issues.
• Checking and acting on emails promptly.
• Attending shift briefings, reading handovers, and participating in departmental meetings.
• Being fully knowledgeable of operating systems such as Alcatel, Opera, Messagebox, Microsoft Office, etc., to perform tasks promptly.

What We Need from You:

• Minimum two years’ experience in a similar role in a 5-star hotel, call center, or customer service position.
• Intermediate knowledge of Microsoft Office and Outlook.
• Excellent written and verbal English communication skills; knowledge of an additional language is a plus.
• Previous experience with Opera system is advantageous.
• Ability to work independently and as part of a team.
• Ability to manage multiple tasks efficiently.
• Eager to learn, motivated, and willing to progress.
• Enthusiastic, courteous, and helpful to colleagues and customers.
• Customer service-oriented attitude.
• Outgoing, friendly, and warm personality.

What You Can Expect From Us:

We provide everything you need to succeed—from a competitive salary to a wide range of benefits including a full uniform, impressive room discounts, and top-tier training. Our mission is to create inclusive teams where everyone feels valued and encouraged to bring their whole selves to work.

IHG Hotels & Resorts is committed to equal employment opportunities and promotes a culture of trust, support, and acceptance, embracing diversity and different perspectives.

We support wellbeing through our myWellbeing framework, focusing on health, lifestyle, and workplace support.

Join us and become part of our growing global family. If you believe you’re a great fit even if you don’t meet every requirement, don’t hesitate to apply and start your journey with us today.