Luxury Guest Experience Agent (3 Shifts)

IHG Hotels & Resorts; Ras Al Khaimah; On-site; AED 78,000 - 112,000; Full time

Job summary

IHG Hotels & Resorts in Ras Al Khaimah invites you to join InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa as an Instant Service Agent, delivering warm Arabian hospitality and seamless guest experiences.

You will handle calls, wake-up calls, guest requests, and coordinate with teams across shifts; strong English communication and Opera knowledge preferred; grow in a luxury resort environment.

Qualifications

• 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 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 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 wake-up calls.
• Work closely with your team members, Supervisors, Managers and colleagues of other departments in a friendly manner.
• Maintain the privacy of all guests by ensuring that no details are disclosed.
• Take ownership of guest requests and notify them of delays in performing work orders.
• Take ownership of solving guest problems and pass it to the Manager on Duty if necessary and record complaints.
• Complete additional tasks assigned by your Service Leader, Supervisor or Manager.
• Promptly handle all emergency calls efficiently.
• Use Messagebox to log all requests and issues.
• Promptly check all e-mails and act 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 tasks promptly.

Skills

English communication

Customer service

Multitasking

Tools

Microsoft Office

Opera system

Job description

IHG Hotels & Resorts in Ras Al Khaimah invites you to join InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa as an Instant Service Agent, delivering warm Arabian hospitality and seamless guest experiences.

You will handle calls, wake-up calls, guest requests, and coordinate with teams across shifts; strong English communication and Opera knowledge preferred; grow in a luxury resort environment.