Guest Service Agent / Receptionist at Holiday Inn Abu Dhabi

Role Overview

Guest Service Agent / Receptionist at Holiday Inn Abu Dhabi, operated by IHG Hotels and Resorts. The hotel is located in the heart of Abu Dhabi's business and cultural district, minutes from ADNEC and the Sheikh Zayed Grand Mosque.

Company Overview

Holiday Inn Hotels & Resorts is dedicated to bringing the joy of travel to everyone. Holiday Inn Abu Dhabi is the first Holiday Inn hotel in Abu Dhabi, offering modern accommodation, vibrant dining venues, flexible meeting spaces, and genuine hospitality to both business and leisure travellers.

Role Purpose

As the face of the hotel, you will create exceptional first and lasting impressions by delivering warm, professional, and efficient service throughout every stage of the guest journey. You will ensure seamless arrival and departure experiences, respond promptly to guest requests, and provide personalized service that reflects Holiday Inn brand standards while working closely with all hotel departments to contribute to guest satisfaction, operational excellence, and memorable stays.

Key Responsibilities

Guest Service & Experience

• Welcome guests with genuine hospitality and provide efficient check-in and check-out services.
• Respond promptly and professionally to guest enquiries, requests, and concerns, ensuring timely resolution and guest satisfaction.
• Provide personalized service that reflects Holiday Inn brand standards.
• Maintain a professional appearance and contribute to a welcoming, clean, and organized Front Office environment at all times.

Reservations & Billing

• Handle room reservations, guest registrations, billing, cashiering, and payment transactions accurately.
• Maintain accurate guest profiles, reservation details, and Front Office records using the hotel's Property Management System.
• Balance cashier transactions and prepare daily reports.

Revenue & Promotions

• Promote hotel facilities, services, dining outlets, and IHG One Rewards to enhance the guest experience and maximize revenue opportunities.
• Assist in room allocation, upgrades, and upselling opportunities while maximizing occupancy and revenue.

Departmental Coordination

• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and other departments to ensure all guest needs and special requests are fulfilled.

Operational Compliance

• Ensure compliance with IHG brand standards, hotel policies, cash handling procedures, and health and safety requirements.
• Complete shift handovers accurately.

Qualifications & Experience

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum of 1–2 years' experience as a Guest Service Agent, Receptionist, or Front Office Associate, preferably in a four-star or five-star hotel.
• Must meet legal requirements to work in the UAE.

Skills & Competencies

• Excellent command of spoken and written English.
• Knowledge of Arabic or any additional language is an advantage.
• Experience using Opera PMS or a similar Property Management System is preferred.
• Strong communication, interpersonal, problem-solving, and customer service skills.
• Excellent attention to detail.
• Ability to multitask in a fast-paced environment.
• Ability to work flexible shifts, including weekends, public holidays, and overnight shifts.
• Passion for hospitality and guest-focused mindset.
• Positive and highly professional demeanor.
• Commitment to delivering exceptional service and working collaboratively with your team.

Additional Information

• Competitive salary.
• Free duty meals.
• Health insurance.
• Accommodation.
• Uniform provision.
• Impressive room discounts.
• Comprehensive training.
• IHG is committed to creating inclusive teams where difference is celebrated and colleagues are encouraged to bring their whole selves to work.