Instant Service Centre Ambassador (Telephone Operator) - Front Office - InterContinental Hotels Group® Dubai Festival City

Role Overview

Instant Service Centre Ambassador (Telephone Operator) - Front Office at InterContinental Hotels Group® Dubai Festival City.

Company Overview

InterContinental Hotels & Resorts is the world's first and most global luxury hotel brand, pioneering international travel since the 1940s. The IHG Hotels cluster at Dubai Festival City comprises four hotels: InterContinental, InterContinental Residence Suites, Crowne Plaza, and Holiday Inn & Suites. The property features over 1,600 rooms, 16 restaurants and bars, a 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, Spa InterContinental, state-of-the-art gym and swimming pool facilities, and employs over 1,200 colleagues.

Role Purpose

Serve as a telephone operator and service ambassador for the hotel cluster, handling incoming calls, guest requests, and emergency situations across multiple properties while maintaining InterContinental brand standards and ensuring exceptional guest satisfaction.

Key Responsibilities

Guest Service & Communication

• Provide prompt, courteous and efficient service to all guests to achieve high customer satisfaction through personalized service aligned with Brand Standards.
• Handle incoming calls for InterContinental, Crowne Plaza, Holiday Inn & Suites and InterContinental Residences.
• Handle wakeup calls for InterContinental, Crowne Plaza, Holiday Inn & Suites and InterContinental Residences.
• Promptly handle all emergency calls efficiently.
• Maintain privacy of all guests by ensuring no details are disclosed.

Guest Problem Resolution

• Take ownership of guest requests and notify them of any delays in performing work orders at an accepted standard time and call them back to ensure satisfaction.
• Take ownership of solving guest problems and escalate to the Manager on Duty if necessary.
• Record guest complaints appropriately.

Operations & Systems

• Demonstrate complete understanding of hotel policies, procedures, and service standards.
• Maintain full knowledge of hotel facilities, happenings, local conditions and current events.
• Be fully knowledgeable of operating systems including Alcatel, Opera, QEMS, TMS, CCS, and Microsoft to perform tasks and operations promptly.
• Use QEMS to log all requests and issues.
• Promptly check all emails and action accordingly.

Teamwork & Coordination

• Work closely with team members, Supervisors, Managers and colleagues from other departments in a friendly manner assuring mutual respect.
• Encourage colleagues to create Great Hotels Guests Love.

Administrative & Departmental

• Attend shift briefings, read handovers and participate in departmental meetings and gatherings.
• Complete additional tasks assigned by Service Leader, Supervisor or Manager.

Qualifications & Experience

• Minimum one year experience in the same role in a 5-star luxury hotel, call centre or customer service-related role.
• Previous experience with Opera system is an advantage.

Skills & Competencies

• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• Excellent written and verbal English communication skills.
• Arabic language is preferred.
• Ability to work independently and within a team environment.
• Ability to manage multiple tasks.
• Customer service orientated.
• Outgoing, friendly, warm personality.
• Enthusiastic, courteous and helpful to colleagues and customers.
• Eager to learn, stay motivated and progress.

Additional Information

IHG Hotels & Resorts provides equal employment opportunities to all applicants and promotes a culture of trust, support, and acceptance, welcoming different backgrounds, experiences and perspectives. Colleagues receive competitive salary, room discounts, and comprehensive training. The organization supports wellbeing through the myWellbeing framework covering health, lifestyle, and workplace support. Team members are offered Room to Belong, Room to Grow, and Room to Make a Difference in a collaborative environment.