Guest Experience Agent at InterContinental Residences Dubai Business Bay

Role Overview

Guest Experience Agent at InterContinental Residences Dubai Business Bay, a luxury residential property operated by IHG Hotels and Resorts, located in Dubai Business Bay, United Arab Emirates.

Company Overview

InterContinental Residences Dubai Business Bay is part of IHG Hotels & Resorts. The property is positioned as one of Dubai's premier luxury residences, with a team-based approach to guest relations and front office operations.

Role Purpose

The Guest Experience Agent delivers exceptional personalised service throughout the guest journey—from arrival to departure—while building meaningful relationships and maintaining IHG's luxury hospitality standards. The role balances proactive guest anticipation with collaborative problem-solving across hotel departments to create seamless, memorable stays.

Key Responsibilities

Guest Experience

• Welcome guests with warmth and professionalism during arrival and departure.
• Deliver personalised service throughout each guest's stay.
• Recognise VIPs, repeat guests, long-stay residents, and special occasions.
• Anticipate guest needs and proactively offer assistance.
• Build genuine relationships that enhance guest loyalty.
• Create memorable moments through thoughtful and personalised service.

Guest Relations

• Handle guest requests promptly and efficiently.
• Coordinate special amenities, celebrations, and personalised arrangements.
• Maintain accurate guest profiles and preferences within Opera PMS.
• Ensure guest information is updated to support future personalised service.
• Follow up on guest requests to ensure complete satisfaction.

Service Recovery

• Resolve guest concerns calmly, professionally, and efficiently.
• Take ownership of service recovery while maintaining guest confidence.
• Escalate complex issues appropriately when required.
• Follow up to ensure concerns have been fully resolved.

Front Office Operations

• Support smooth arrival and departure experiences.
• Collaborate with Reservations, Concierge, Housekeeping, Engineering, Food & Beverage, and other departments.
• Ensure effective communication of guest preferences and special requests.
• Assist during peak operational periods and special events.
• Maintain accurate records and operational documentation.

Quality & Compliance

• Maintain IHG luxury brand standards at all times.
• Follow hotel policies, procedures, and service standards.
• Ensure confidentiality of guest information.
• Adhere to health, safety, and security procedures.
• Maintain a professional appearance and positive attitude throughout every shift.

Qualifications & Experience

• Hospitality qualification or related field preferred.
• 1–3 years of experience in Guest Relations, Front Office, Guest Experience, or Reception within luxury hospitality.
• Experience within luxury hotels, branded residences, resorts, or premium hospitality environments preferred.
• Working knowledge of Opera PMS or similar Property Management Systems.
• Experience within the UAE or GCC hospitality market is advantageous.

Skills & Competencies

• Outstanding interpersonal and communication skills.
• Naturally warm, welcoming, and guest-focused.
• Professional appearance and confident presentation.
• Strong organisational and multitasking abilities.
• Excellent problem-solving and decision-making skills.
• Ability to remain calm under pressure.
• Passion for luxury hospitality and personalised service.
• High level of integrity, attention to detail, and commitment to excellence.

Additional Information

• Reports to the Assistant Front Office Manager.
• Full uniform provision provided.
• Generous accommodation discounts.
• Competitive compensation and valuable employee benefits.
• Access to world-class training supporting long-term career growth.
• Commitment to health, lifestyle, and workplace wellbeing through the myWellbeing framework.
• Equal employment opportunity employer committed to creating inclusive teams and celebrating differences.