Job description
Role Overview
Instant Service Agent at voco Dubai®, part of IHG Hotels and Resorts, located in Dubai.
Company Overview
voco® is IHG Hotels and Resorts' upscale hotel brand, designed to offer guests a different choice—reliable yet fun, unstuffy yet premium. The brand emphasizes individuality, thoughtful service, and memorable experiences. voco® Dubai is located on Sheikh Zayed Road and delivers True Hospitality through core service skills: True Attitude, True Confidence, True Listening, and True Responsiveness.
Role Purpose
Deliver reliable, efficient telephone and dispatch services that connect guests, security, operations, and colleagues. Manage all guest requests, emergencies, and information flow through the hotel's communication systems to ensure guest satisfaction and operational continuity.
Key Responsibilities
Guest Communication & Service
- Answer telephone calls promptly and address callers in a clear, friendly, and courteous tone.
- Listen carefully to callers to obtain complete information and process calls quickly and accurately.
- Transcribe complete messages and repeat information back to verify accuracy.
- Input and retrieve messages to and from the computer and ensure messages are forwarded to and received by guests.
- Provide information to callers about hotel guestrooms, facilities, operating hours, and activities such as F&B promotions, reservations, and meeting rooms.
- Receive wake-up call requests from guests, repeat information back as it is taken, log and input information accurately and expediently, and deliver wake-up calls at the requested time.
Operations & Systems Management
- Ensure that all services provided at the Telephone Section are always available and carried out efficiently.
- Responsibly use all available systems including PMS (Property Management System), telephone system, Hotel Service Optimization System (HotSOS), fax, and CID-HIS system.
- Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
- Input and update information in the CID-HIS system as required.
Dispatch & Emergency Response
- Act as dispatcher through HotSOS for security, guest services, and colleagues in operations.
- Provide time and information in response to emergencies and guest requests such as plumbing problems and housekeeping requests.
- Verify with guests after a reasonable pre-set time whether the request has been delivered and follow up through proper channels.
- Immediately answer and handle emergency calls, listen carefully to details to identify the nature of the problem, and respond appropriately in accordance with established procedures.
- Initiate emergency response as necessary and document pertinent details legibly.
Problem Resolution & Quality Assurance
- Resolve complications and complaints such as missed wake-up calls or missed messages using previous experience and good judgment.
- Remain calm and polite during emergency situations or heavy hotel activity.
- Maintain information confidentiality.
- Take endorsement from the previous shift and follow up on any outstanding matters.
Safety & Compliance
- Be aware of all fire prevention and safety regulations.
Qualifications & Experience
- 1 to 2 years of progressive work-related experience in the same role in a 4* or 5* city hotel in Dubai.
- Familiarity with Opera system.
- Knowledge of centralized telephone systems.
- Knowledge of personal computers and methods of updating database.
Skills & Competencies
- Skills in the operation of telephone equipment.
- Skills in dealing diplomatically with guests under stressful conditions.
- Ability to work under pressure of deadlines and ever-shifting priorities in a fast-paced environment.
- Proficient communication and writing skills.
- Strong interpersonal skills.
- Team player mentality; ability to work well independently and as part of a team.
- Flexible attitude and ability to adapt to changing priorities and business needs.
- Capacity to remain seated in a confined area for extended periods of time.
Additional Information
voco® Dubai values True Hospitality through core service behaviors: True Attitude (caring, making a positive difference, building genuine connections), True Confidence (knowledge and skills to support guests), True Listening (focusing on what guests say and need), and True Responsiveness (providing what guests need in a timely and caring manner).
The role offers a competitive salary, benefits, career development opportunities, employee room discounts, and a strong work culture as part of the global IHG family.