Instant Service Centre Ambassador (Telephone Operator) - Front Office - InterContinental Hotels[...]

InterContinental Hotels Group; Dubai; On-site; USD 35,000 - 45,000; Full time

Job summary

A luxury hotel brand in Dubai seeks an Instant Service Centre Ambassador to provide exceptional guest service and support. Responsibilities include handling calls, managing guest requests, and ensuring satisfaction while working in a fast-paced environment. Candidates should have two years experience in hospitality, strong communication skills, and a passion for customer service.

Benefits

Competitive salary

Room discounts

Training opportunities

Qualifications

• Minimum two years’ experience in a 5-star hotel or customer service role.
• Intermediate knowledge of Microsoft Office and Outlook.
• Excellent English communication skills, Arabic preferred.

Responsibilities

• Provide prompt, courteous and efficient service to guests.
• Handle incoming calls and wakeup calls.
• Take ownership of guest requests and problems.

Skills

Customer service orientation

Excellent communication skills

Teamwork

Multitasking ability

Problem-solving skills

Education

Two years of experience in a similar role

Intermediate Microsoft Office skills

Verbal and written English communication skills

Tools

Opera system

Microsoft Outlook

Job description

Do you see yourself as a Instant Service Centre Ambassador for InterContinental Hotels Group at Dubai Festival City?

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 InterContinental️ 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.

The IHG Hotels at Dubai Festival City consists of four hotels. These include the luxury and lifestyle brand InterContinental, the lavish long-stay InterContinental Residence Suites, the premium Crowne Plaza, and the essentials Holiday Inn & Suites. In addition to over 1,600 rooms, the cluster boasts a selection of 16 restaurants and bars, an impressive 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious Spa InterContinental, and state-of-the-art gym and swimming pool facilities. We are looking for people who are friendly, welcoming, and full of life to join over 1,200 colleagues who are always finding ways to make every guest's experience an enjoyable one. We value the passion and enthusiasm of our colleagues and encourage you to share your passion when you work with us.

A little taste of 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.
• Handle incoming calls for IC, CP HI and ICRS properties.
• 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 at an accepted standard time and call them back to ensure their satisfaction.
• Take ownership of solving guest problems and pass it to the Manager on Duty if necessary and record the guest complaints.
• Handle wakeup calls of IC, CP and ICRS properties.
• Complete additional tasks assigned by your Service Leader, Supervisor or Manager
• Promptly handle all emergency calls efficiently.
• Use QEMS 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 operating systems such as Alcatel, Opera, QEMS, TMS, CCS, Microsoft and etc. to perform the tasks/operations promptly.

What we need from you

• Minimum two years’ experience in the same role in a 5 star hotel, Call centre or any customer service related job.
• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• Excellent written and verbal English communication skills, preferably Arabic speaker.
• 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 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 – including 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 differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants. We promote a culture of trust, support, and acceptance, always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the Room to Belong, Room to Grow, and a Room to 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 you’ll become part of our ever-growing global family.