Guest Experience Agent

We are thrilled to announce the upcoming opening of voco Muscat Al Mouj, a stylish and contemporary hotel set to bring a fresh energy to one of Muscat’s most dynamic waterfront destinations. As part of the global IHG Hotels & Resorts family, voco™ is known for its unique blend of reliable comforts, thoughtful touches, and a warm, welcoming atmosphere. At voco Muscat Al Mouj, we’re preparing to open our doors soon — and we’re looking for passionate, talented individuals to help us bring this exciting new property to life. This is a unique opportunity to be part of a pre-opening team where your ideas, energy, and commitment will help shape the hotel’s culture and guest experience from day one. Whether you’re looking to grow your career or take on a new challenge, voco Muscat Al Mouj offers a collaborative environment, strong development opportunities, and the chance to be part of a bold, modern brand that celebrates individuality.

The Guest Experience Agent is the face of the hotel, responsible for creating a welcoming and personalized arrival and departure experience for all guests. This role goes beyond traditional front desk duties by focusing on relationship-building, anticipating guest needs, and ensuring every interaction contributes to a memorable stay. Ideal candidates are warm, attentive, detail-oriented, and passionate about hospitality.

YOUR DAY-TO-DAY:

• Greet guests warmly upon arrival, assist with check-in/check-out procedures, and provide information about the hotel and local area.
• Deliver personalized service by recognizing returning guests, noting preferences, and offering tailored recommendations.
• Respond promptly to guest inquiries, concerns, and requests both in person and via phone/email with professionalism and efficiency.
• Coordinate with housekeeping, concierge, food & beverage, and other departments to ensure guest expectations are met or exceeded.
• Proactively identify opportunities to delight guests and enhance their stay (e.g., celebrating birthdays, offering upgrades).
• Monitor and act on guest feedback (direct, online reviews, in-stay surveys) to continuously improve the guest experience.
• Maintain accurate guest records and communication logs in the Property Management System (PMS).
• Handle cash, credit card transactions, and billing in accordance with hotel standards.
• Promote hotel services, amenities, and loyalty programs to enhance guest satisfaction and encourage repeat visits.
• Uphold brand standards and ensure a consistently high level of service and presentation.

WHAT WE NEED FROM YOU:

• Previous experience in a guest-facing hospitality role (front desk, concierge, guest relations) preferred.
• Excellent interpersonal and communication skills.
• Strong problem-solving ability and a calm, professional demeanor.
• Knowledge of hotel operations and systems (e.g., Opera, Fidelio, or other PMS).
• Passion for delivering outstanding customer service and going the extra mile.
• Multilingual abilities are an asset.
• Flexibility to work shifts, including evenings, weekends, and holidays.

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.