Guest Service Specialist (Local Talent)

IHG Hotels & Resorts; Muscat; On-site; OMR 13,000 - 17,000; Full time

Benefits offered by this job

Uniform provided

Room discounts

Training programs

Job summary

Crowne Plaza Muscat OCEC, part of IHG Hotels & Resorts, is seeking a Guest Service Specialist to deliver exceptional front office service. You will handle check-in/check-out, provide local information, and support all guest interactions with a focus on personalized care.

Coordinate with departments to meet guest needs, resolve issues promptly, and assist with reservations and VIP arrivals while upholding IHG brand standards.

Qualifications

• Local Talent (Omani Nationals) are highly preferred for Guest Experience profiles.
• High School Diploma or equivalent; Diploma/Bachelor’s in Hospitality preferred.
• Minimum 1–3 years of experience in guest relations, front office or customer service.

Responsibilities

• Welcome and greet guests in a warm, professional manner.
• Handle check-in/check-out with accuracy in accounts and room allocations.
• Provide information about hotel facilities, services and attractions.
• Anticipate needs and resolve issues to ensure a memorable experience.
• Address complaints promptly and escalate when needed.
• Assist in managing reservations, VIP arrivals and special requests.
• Coordinate with Front Office, Housekeeping and F&B to meet guest requirements.
• Maintain guest profiles and service history in the PMS.
• Train new team members and support cross-training as needed.

Skills

Guest service orientation

Communication skills

Conflict resolution

Teamwork

Education

High School Diploma or equivalent

Diploma/Bachelor’s in Hospitality (preferred)

Tools

PMS systems

Front Office software

Job description

Crowne Plaza Muscat OCEC is a distinguished five-star hotel located within the iconic Oman Convention and Exhibition Centre in Muscat. Combining modern luxury with traditional Omani hospitality, the hotel offers exceptional accommodation, world-class dining, and state-of-the-art meeting and event facilities. As a preferred destination for business travellers, conference delegates, and leisure guests, Crowne Plaza Muscat OCEC prides itself on delivering personalized service, innovative experiences, and seamless connectivity. Strategically positioned in Oman’s vibrant capital, it serves as a gateway to the region’s cultural heritage and burgeoning business landscape.

What is the job?

The Guest Service Specialist (GSS) is responsible for providing exceptional service to all hotel guests by assisting with check-in/check-out, handling inquiries, resolving complaints, and ensuring a seamless guest experience. The GSS serves as a key point of contact for guests, proactively anticipating their needs and supporting all front office and guest relations operations in accordance with IHG brand standards.

Your day to day

• Welcome and greet guests in a warm, professional, and friendly manner.
• Handle check-in and check-out processes efficiently, ensuring accuracy in guest accounts and room allocations.
• Provide guests with information about hotel facilities, services, and local attractions.
• Anticipate guest needs and proactively resolve any issues to ensure a memorable experience.
• Address guest complaints promptly, professionally, and effectively, escalating complex issues to the Guest Relations Manager or Front Office Manager.
• Assist in managing guest reservations, special requests, and VIP arrivals.
• Monitor guest arrivals and departures to ensure smooth service flow.
• Maintain accurate records of guest profiles, preferences, and service history in the PMS system.
• Support coordination between Front Office, Housekeeping, F&B, and other departments to meet guest requirements.
• Ensure proper handling of guest valuables, lost and found items, and guest correspondence.
• Work closely with the Guest Relations team and other front office staff to ensure high service standards.
• Assist in training new team members or cross‑training staff as needed.
• Participate in pre-shift briefings and post-shift debriefings to communicate updates, guest requirements, and operational priorities.
• Support VIP or group arrivals by ensuring personalized attention and coordination.
• Adhere to IHG brand standards, hotel policies, and local regulations.
• Maintain professionalism, grooming standards, and etiquette in all guest interactions.
• Ensure the safety, confidentiality, and security of guest information and belongings.
• Participate in audits, inspections, and quality control checks as required.
• Maintain accurate records of guest complaints, requests, and service recovery actions.
• Assist in preparing daily reports on guest interactions, VIP visits, and operational issues.
• Provide feedback to management on guest trends, satisfaction levels, and service improvement opportunities.

What we need from you

• Local Talent (Omani Nationals) are highly preferred for Guest Experience profiles.
• High School Diploma or equivalent; Diploma/Bachelor’s in Hospitality or Hotel Management preferred.
• Minimum 1–3 years of experience in guest relations, front office, or customer service in a hotel or hospitality setting.
• Experience in international hotel brands or luxury properties preferred.
• Excellent guest service and interpersonal skills.
• Strong communication skills in English (spoken and written); Arabic is an advantage.
• Knowledge of hotel PMS systems and guest service procedures.
• Ability to remain calm under pressure and resolve conflicts effectively.
• Professionalism, attention to detail, and organizational skills.

What you can expect from us:

We give our people 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 a full uniform, impressive room discounts, and some of the best training in the business.

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 without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming 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 well‑being framework, we are committed to supporting well‑being in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever‑growing global family.

Who We Are

Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect base to connect on business, pleasure or a blend of both. We've thoughtfully designed our spaces to encourage, support and celebrate great connections. We're also big on meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.

Our branded service style 'Dare to Connect' is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on an emotional level. Where colleagues take their initiative and use their personality because they make a crucial difference in the guest's experience. The role of every colleague at Crowne Plaza is to create memorable emotional connections and the job of every leader is to create an environment where that can happen.

Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect base to connect on business, pleasure or a blend of both. We've thoughtfully designed our spaces to encourage, support and celebrate great connections. We're also big on meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.

Our branded service style 'Dare to Connect' is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on an emotional level. Where colleagues take their initiative and use their personality because they make a crucial difference in the guest's experience. The role of every colleague at Crowne Plaza is to create memorable emotional connections and the job of every leader is to create an environment where that can happen.