Luxury Front Desk Guest Services Agent

Kimpton Hotels & Restaurants; United Arab Emirates; On-site; AED 45,000 - 78,000; Full time

Job summary

InterContinental Fujairah Resort is seeking a Guest Service Agent to be the first point of contact for guests, delivering warm, knowledgeable service and guidance to ensure a memorable stay. You will check in/out guests, upsell where appropriate, handle inquiries, and support special requests in a luxury setting.

The role requires strong communication, a professional appearance, and flexibility to work shifts, weekends, and holidays in the Fujairah UAE location.

Qualifications

• Diploma or degree in Hospitality Management, Tourism, or a related field.
• Minimum 1 year of Front Office or Guest Service experience, preferably in a hotel.
• Proficiency in Opera or other hotel property management systems (PMS).
• Fluency in spoken and written English; proficiency in Arabic or other languages is an advantage.
• Strong communication, interpersonal, and guest service skills.
• Good knowledge of guest handling, hotel operations, and service recovery.
• Professional appearance and the ability to work effectively under pressure.
• Flexibility to work shifts, weekends, and public holidays.

Responsibilities

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests.
• Check guests in, issue room keys, provide information on hotel services and room location.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones in a prompt and courteous manner.
• Upsell rooms where possible to maximize hotel revenue.
• Answer, record and process all guest calls, messages, requests, preferences, questions or concerns.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Issue, control and release guest safe-deposit boxes in line with hotel procedure.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Follow established hotel safety protocols and procedures at all times.
• May routinely book guest reservations for individuals and/or groups; process cancellations, revisions, and information updates.
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
• To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members.
• To be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling Revenue.
• Ensure that all charges are correctly posted to the guests bills following the standard procedures.
• Comply in maintaining security of information relating to customers and colleagues in the hotel.
• Comply with discretionary information keeping.
• Align self with the company values, mission and desired behaviors.
• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager.

Skills

Front Office experience

Guest Service

English fluency

Communication skills

Arabic language (advantage)

Education

Diploma or degree in Hospitality Management, Tourism, or related field

Tools

Opera PMS

Job description

InterContinental Fujairah Resort is seeking a Guest Service Agent to be the first point of contact for guests, delivering warm, knowledgeable service and guidance to ensure a memorable stay. You will check in/out guests, upsell where appropriate, handle inquiries, and support special requests in a luxury setting.

The role requires strong communication, a professional appearance, and flexibility to work shifts, weekends, and holidays in the Fujairah UAE location.