Luxury Hotel Front Desk Agent — Guest Experience Lead

IHG Hotels & Resorts; Dubai; On-site; AED 67,000 - 89,000; Full time

Job summary

IHG Hotels & Resorts in Dubai seeks a friendly Guest Service Agent to warmly welcome guests, assist with check-in/out, verify information, and provide details on facilities and local attractions. The role requires strong English communication, a professional appearance, and teamwork in a luxury hotel environment.

You will coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest satisfaction and upsell hotel services where appropriate.

Qualifications

• 1–2 years in a similar guest services role.
• Strong English communication and interpersonal skills.
• Willingness to work rotating shifts.
• Professional appearance and grooming.

Responsibilities

• Welcome guests in a warm, friendly, and professional manner.
• Perform efficient check-in and check-out procedures per hotel standards.
• Verify guest information, process payments, and issue room keys.
• Respond promptly to guest inquiries, requests, and complaints, ensuring timely resolution.
• Provide accurate information about hotel facilities, services, promotions, and local attractions.
• Handle room reservations, amendments, cancellations, and special requests.
• Coordinate with Housekeeping, Engineering, F&B, and other departments to ensure guest satisfaction.
• Maintain accurate guest records and update information in the property management system.
• Process cash, credit card, and other payment transactions in accordance with hotel policies.
• Answer telephone calls professionally and direct calls as required.
• Upsell hotel rooms, facilities, and services when appropriate.

Skills

Customer service

English proficiency

Interpersonal skills

Team player

Job description

IHG Hotels & Resorts in Dubai seeks a friendly Guest Service Agent to warmly welcome guests, assist with check-in/out, verify information, and provide details on facilities and local attractions. The role requires strong English communication, a professional appearance, and teamwork in a luxury hotel environment.

You will coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest satisfaction and upsell hotel services where appropriate.