Guest Service Agent at InterContinental Dubai Marina

Role Overview

Guest Service Agent at InterContinental Dubai Marina, InterContinental Hotels & Resorts, located in Dubai Marina, Dubai.

Company Overview

InterContinental Dubai Marina is a Five Star luxury hotel and residence in the heart of Dubai Marina with 328 rooms and residence suites, flexible event space, and restaurants and bars. The hotel represents an international five-star presence with over 30 languages and countries represented by the staff. As part of IHG Hotels & Resorts, the world's largest family of luxury hotels, the property is shaped by decades of international know-how and local insights, committed to creating warm and sophisticated experiences for guests seeking a richer perspective on the world.

Role Purpose

Welcome guests and provide exceptional front-desk service in a luxury hotel environment. Manage check-in and check-out procedures, process transactions, resolve guest inquiries, and coordinate across departments to ensure every guest receives a personal and enriching experience aligned with InterContinental brand standards.

Key Responsibilities

Guest Welcome & Service

• Welcome guests in a warm, friendly, and professional manner.
• Respond promptly to guest inquiries, requests, and complaints, ensuring timely resolution.
• Provide accurate information about hotel facilities, services, promotions, and local attractions.
• Assist with emergency procedures and safety protocols when required.

Front Desk Operations

• Perform efficient check-in and check-out procedures in accordance with hotel standards.
• Verify guest information, process payments, and issue room keys.
• Handle room reservations, amendments, cancellations, and special requests.
• Maintain accurate guest records and update information in the property management system.
• Process cash, credit card, and other payment transactions in accordance with hotel policies.

Communications

• Answer telephone calls professionally and direct calls as required.
• Interact with guests face-to-face, by phone, and through written correspondence with excellent communication skills.

Revenue & Sales

• Upsell hotel rooms, facilities, and services whenever appropriate.

Interdepartmental Coordination

• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest satisfaction.

Facility & Standards Maintenance

• Ensure the front desk and lobby area remain clean, organized, and welcoming.
• Follow hotel policies, procedures, and brand standards always.
• Maintain guest confidentiality and comply with data protection requirements.

General Duties

• Perform any other duties assigned by the Front Office Manager or Supervisor.

Qualifications & Experience

• Minimum of one to two years in a similar role; experience in guest services is a plus.
• Strong interpersonal skills and excellent command of English, both written and spoken.
• Knowledge of additional languages is an advantage.

Skills & Competencies

• Excellent communication skills, whether interacting face-to-face, on the phone, or through written correspondence.
• Comfortable with rotating shifts and flexible hours.
• Strong team player who adapts well to different situations.
• Impeccable grooming and presentable appearance.
• Proficiency with property management systems.

Additional Information

• Competitive salary that rewards hard work.
• Wide range of benefits designed to support your best work life, including impressive room discounts all over the world.
• Some of the best training in the business.
• Rotating shifts and flexible hours required.
• IHG Hotels & Resorts provides equal employment opportunities to applicants and employees and promotes a culture of trust, support, and acceptance of different backgrounds, experiences, and perspectives.
• Commitment to supporting wellbeing in health, lifestyle, and workplace.