Telephone Operator at InterContinental Dubai Marina Hotel & Residences

InterContinental Hotels Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel in Dubai seeks a Guest Service Agent to manage guest inquiries, ensure service excellence, and maintain communication across departments. Ideal candidates should have 1-2 years in a similar role, strong English skills, and a professional appearance. Join a team that values inclusivity and offers competitive benefits.

Benefits

Competitive salary

Room discounts

Excellent training programs

Qualifications

• 1-2 years experience in a guest services role.
• Knowledge of other languages is an advantage.
• Comfortable with rotating shifts.

Responsibilities

• Be the primary point of contact for all guest inquiries.
• Log guest requests and dispatch them to the appropriate departments.
• Handle wake-up calls and maintain clear communication.

Skills

Strong interpersonal skills

Excellent command of English

Ability to adapt to different situations

Impeccable grooming

Excellent communication skills

Job description

Telephone Operator at InterContinental Dubai Marina Hotel & Residences

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs, inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambiance where we embrace every opportunity to give our guests a personal and enriching experience.

If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to joinInterContinental Dubai Marina Hotel & ResidenceasGuest Service Agent

InterContinental Dubai Marina is a Five Star luxury hotel in the heart of Dubai Marina, featuring 328 rooms and residence suites, flexible event spaces, and a variety of restaurants & bars. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star presence.

Your role will include but not be limited to:

• Be the primary point of contact for all guest inquiries, requests and greviences via phone, handling each call with charm, professionalism, and efficiency.
• Accurately log guest requests and incidents in the hotels QEMS rapid response system, and dispatch them to the appropriate departments.
• Ensure timely follow-up on all service requests, keeping guests informed and satisfied at every step.
• Handle wake-up calls, voicemail, messages, and emails for guests, maintaining privacy and clarity in communication.
• Support in-room dining, laundry, housekeeping, and engineering requests by coordinating with internal departments.
• Maintain complete knowledge of hotel operations, group arrivals, events, dining outlets, and promotions to assist guests with accurate and timely information.
• Update whiteboards, internal logs, and communication boards with real-time information relevant to operations and guest services.
• Demonstrate high attention to detail when assisting with remote check-in/check-out services via Opera, ensuring accuracy and personalized service.
• Monitor and manage guest complaints or concerns, taking prompt action and following up to ensure full resolution and satisfaction.

Ideally, you'll have some or all the following qualifications and experience we're looking for:

• A minimum of 1 to 2 years in a similar role. Experience in guest services is a plus!
• Strong interpersonal skills and excellent command of English, both written and spoken. Knowledge of additional languages is an advantage.
• Comfortable with rotating shifts and flexible hours. You are a team player who adapts well to different situations.
• Impeccable grooming and a presentable appearance are essential.
• Excellent communication skills, whether interacting face-to-face, on the phone, or through written correspondence.

What you can expect from us

We provide our team members with everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts, and some of the best training in the industry.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees, promoting a culture of trust, support, and acceptance. We always welcome different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow, and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and become part of our ever-growing global family. Apply today and embark on your next exciting career journey with us!