Luxury Hotel Guest Services Ambassador – Multichannel Calls

IHG Hotels & Resorts; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

IHG Hotels & Resorts in Dubai seeks an Instant Service Centre Ambassador to provide prompt, courteous support for guests across InterContinental, Crowne Plaza, Holiday Inn & Suites, and InterContinental Residences. You will handle calls, coordinate with teams, and ensure guest privacy while delivering brand-standard service.

The role requires at least one year in a luxury/hospitality or customer-service setting, strong English communication, and familiarity with Opera or similar systems.

Qualifications

• Minimum one year experience in the same role in a 5-star luxury hotel, Call centre or any customer service-related role.
• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• Excellent written and verbal English communication skills, Arabic language is preferred.
• 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.
• Handle incoming calls for InterContinental, Crowne Plaza, Holiday Inn & Suites and InterContinental Residences.
• 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 InterContinental, Crowne Plaza, Holiday Inn & Suites and InterContinental Residences.
• 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.

Skills

Customer service

English communication

Arabic language

Tools

Opera system

QEMS

Alcatel

Microsoft Office

Outlook

Job description

IHG Hotels & Resorts in Dubai seeks an Instant Service Centre Ambassador to provide prompt, courteous support for guests across InterContinental, Crowne Plaza, Holiday Inn & Suites, and InterContinental Residences. You will handle calls, coordinate with teams, and ensure guest privacy while delivering brand-standard service.

The role requires at least one year in a luxury/hospitality or customer-service setting, strong English communication, and familiarity with Opera or similar systems.