Guest Experience Agent - Holiday Inn & Staybridge Suites Dubai Business Bay

Role Overview

Guest Experience Agent at Holiday Inn & Staybridge Suites Dubai Business Bay, IHG Hotels and Resorts. Located in Dubai Business Bay, in the heart of Dubai near the Burj Khalifa, The Dubai Mall, and Jumeirah Beach.

Company Overview

Holiday Inn & Staybridge Suites Dubai Business Bay is a cluster of hotels comprising 275 hotel rooms and 120 one- and two-bedroom apartments, with food and beverage offerings and meeting and events facilities. The property is part of the global IHG Hotels and Resorts family, operating since 1952.

Role Purpose

Deliver exceptional guest experiences by managing front desk operations, handling reservations, answering inquiries, processing transactions, and resolving guest concerns with warmth and professionalism to create memorable stays.

Key Responsibilities

Guest Services & Support

• Answer incoming calls promptly and courteously, providing information and assistance to guests.
• Ensure all telephone inquiries and requests are handled efficiently and accurately.
• 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 check-ins and check-outs, ensuring accuracy and providing a warm welcome.

Reservations & Bookings

• Take guest reservations and process bookings in the hotel reservation system.
• Maintain knowledge of hotel policies, rates, and special promotions to effectively communicate with guests.
• Coordinate with other hotel departments to fulfill guest requests and ensure a seamless guest experience.

Guest Relations & Issue Resolution

• Handle guest complaints and resolve issues promptly and to the guest's satisfaction.
• Handle guest complaints and difficult situations with patience and empathy.

Front Desk Operations

• 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.

Qualifications & Experience

• Previous experience in a customer service role, preferably in a hotel or hospitality setting.

Skills & Competencies

• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Proficiency in operating telephone systems, including handling multiple lines and transferring calls.
• Familiarity with hotel reservation systems, such as Opera or similar software.
• Strong attention to detail and accuracy in handling guest information and reservations.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Basic math skills and proficiency in handling cash and credit card transactions.
• Knowledge of local attractions, restaurants, and transportation options to assist guests.
• Fluency in written and spoken English; additional languages a plus.

Additional Information

• Flexibility to work shifts, including evenings, weekends, and holidays.
• Competitive salary and benefits offered.
• Opportunity to join the global IHG family.