Spa Guest Service Agent

InterContinental Hotels Group; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel group in the United Arab Emirates is seeking a Guest Service Agent to provide exceptional guest experiences from check-in to farewell. Candidates must possess a hospitality diploma and experience in a luxury hotel role. The position requires familiarity with hotel systems and a strong command of English. This role emphasizes guest satisfaction, effective communication, and adherence to service standards, making it essential for building lasting guest relationships.

Qualifications

• Minimum a hospitality diploma/degree required.
• Experience in a similar luxury hotel role necessary.
• Good command of written and spoken English.

Responsibilities

• Greet guests on arrival and conduct check-in.
• Ascertain guest satisfaction and manage billing procedures.
• Maintain guest history files and ensure service excellence.
• Liaise with housekeeping for room servicing.
• Maintain a high standard of personal appearance.

Skills

MS Office

POS systems

PMS platforms

CRM platforms

Customer service

Education

Hospitality diploma/degree

Job description

As Guest Service Agent, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other cultures and nationalities and projecting a positive and proactive position to help build and maintain a strong, loyal team.

Responsibilities

• Greet guests on arrival and conduct check‑in and registration procedures in an efficient and friendly manner, using guest name whenever possible.
• Ascertain guest satisfaction, collect keys, ensure that all guest billing procedures are handled correctly, minimizing rebates during check out and bid guest farewell.
• Maintain a balanced bank assigned by the resort. Make change, cash checks, and exchange foreign currency. Reconcile all transactions at the close of each shift.
• Maintain and update guest history files and disburse relevant information ensuring guest requests and preferences are implemented whenever possible.
• Liaise with housekeeping to ensure that rooms are serviced according to guests’ preferences and requirements and that vacant rooms are cleaned according to arrival schedules.
• Liaise with engineering to ensure swift response to room maintenance problems.
• Liaise with the transportation company to ensure efficient guest transfers.
• Knowledge of all facilities and services offered by the resort including all room rates, categories, as well as their location and layout, credit policy of the hotel and reservation coding. Understand the hotel’s policy on guaranteed reservations and no‑shows.
• Maintain a high standard of personal appearance, grooming and hygiene.
• Knowledge of all safety, security and emergency procedures related to my position in line with brand and statutory requirements.
• Ensure the privacy of guests, partners and residential owners, applying an extra level of protection to any sensitive personal data and using confidential information only to perform my job.
• Ensure all equipment of the department is kept clean and in good working condition.
• Upsell all resort facilities and activities.
• Knowledge and strict adherence to LQA standards.

Qualifications

To execute the position of Guest Service Agent, I have the required qualifications minimum a hospitality diploma/degree, technical skills and experience in a similar or greater role in luxury hotels with proven results.

Technical skills include MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms.

I have a good command of written and spoken English and some knowledge of the local language and customs.

The above is intended to provide an overview of the role and responsibilities for a Guest Service Agent at Six Senses The Palm Dubai. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position.

Six Senses The Palm Dubai is an equal opportunity employer. This policy applies to all terms and conditions of employment.