Guest Experience Agent at InterContinental Residences Dubai Business Bay

We are seeking a passionate and service-driven Guest Experience Agent to join the Front Office team at InterContinental Residences Dubai Business Bay. In this role, you will be at the heart of the guest journey, delivering warm, intuitive, and personalized service that reflects the luxury and world-class standards of the InterContinental® brand. You will act as a key point of contact for guests and residents, ensuring every interaction is seamless, memorable, and exceeds expectations.

Located in the heart of Dubai’s vibrant Business Bay district—just moments from Dubai Mall and the iconic Burj Khalifa—InterContinental Residences Dubai Business Bay is a sanctuary of refined living and timeless elegance. With 176 beautifully designed residences, the property offers an elevated lifestyle experience where luxury, comfort, and personalized service come together.

As a Guest Experience Agent, you will play a vital role in shaping first and lasting impressions. From welcoming guests and managing arrivals and departures to handling inquiries, requests, and service recovery, you will ensure each guest feels genuinely cared for. Your attention to detail, professionalism, and passion for hospitality will help create exceptional experiences that embody the sophistication and warmth synonymous with the InterContinental brand.

Your Day-to-Day

Every day is different, but you’ll mostly be:

As a professional in your role, your responsibilities and essential job functions will include but are not limited to:

• Answer incoming calls promptly and courteously, providing information and assistance to guests.
• Ensure all telephone inquiries and requests are handled efficiently and accurately.
• Take guest reservations and process bookings in the hotel reservation system.
• Coordinate with other hotel departments to fulfill guest requests and ensure a seamless guest experience.
• Handle guest check-ins and check-outs, ensuring accuracy and providing a warm welcome.
• Assist guests with luggage, escorting them to their rooms and explaining hotel facilities and services.
• Provide information on local attractions, restaurants, and transportation options to enhance guest experiences.
• Handle guest complaints and resolve issues promptly and to the guest's satisfaction.
• Maintain knowledge of hotel policies, rates, and special promotions to effectively communicate with guests.
• Handle cash and credit card transactions, ensuring accuracy and following hotel procedures.
• Maintain a clean and organized front desk area, including the lobby and guest waiting area.
• Assist with administrative tasks, such as filing, data entry, and preparing reports.
• Previous experience in a customer service role, preferably in a hotel or hospitality setting.

What We Need from You

Qualification, Education & Experience

• Diploma or Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.
• Previous experience in a Front Office, Guest Services, or Customer Service role within a hotel or luxury residence environment is an advantage.
• Excellent communication and interpersonal skills, with a warm, friendly, and professional approach to guest interactions.
• Strong proficiency in operating multi-line telephone systems, including call handling, screening, and transfers.
• Familiarity with hotel property management systems such as Opera or similar reservation software.
• Proven ability to manage guest feedback, complaints, and service recovery situations with patience, empathy, and professionalism.
• High attention to detail and accuracy when handling guest information, reservations, and billing details.
• Ability to multitask effectively and prioritize responsibilities in a fast-paced, service-driven environment.
• Basic numerical skills with confidence in handling cash, billing, and credit card transactions.
• Good knowledge of local attractions, dining options, and transportation services to provide informed recommendations to guests and residents.
• Flexibility to work rotating shifts, including evenings, weekends, and public holidays.
• Fluency in written and spoken English is essential; additional language skills are an advantage.

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. These include a full uniform, generous room discounts, and world-class training programs.

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 all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

We foster a culture of trust, support, and acceptance — always welcoming different backgrounds, experiences, and perspectives. At IHG, we give every member of our 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. Through our myWellbeing framework, we’re committed to supporting wellbeing across your health, lifestyle, and workplace.

So, join us and become part of our ever-growing global family.

Don’t quite meet every single requirement but still believe you’d be a great fit for the role? We’d love to hear from you! Click Apply and start your journey with us today.