Guest Experience Agent

Description for Internal and External Candidates

Are you a guest-focused professional with excellent communication skills and a passion for service excellence? We are looking for a Guest Experience Agent who will be the voice and face of the hotel, ensuring every guest interaction is handled with care, efficiency, and True Hospitality.

A little taste of your day-to-day:
Every day is different, but you’ll mostly be:

• Handling all incoming and outgoing guest calls in a professional, friendly, and efficient manner.
• Responding to guest inquiries, requests, and complaints via telephone and in person.
• Acting as a key point of contact for guest requests, coordinating with relevant departments to ensure timely resolution.
• Managing wake-up calls, message handling, and call transfers accurately.
• Providing information about hotel facilities, services, outlets, and local attractions.
• Ensuring all guest interactions are logged and followed up appropriately.
• Supporting Front Office operations during peak periods when required.
• Maintaining guest satisfaction by delivering prompt service recovery and follow-up.
• Ensuring compliance with hotel SOPs, brand standards, and guest privacy policies.
• Representing the hotel brand with professionalism and a positive attitude at all times.

What we need from you:

• Previous experience as a Guest Experience Agent, Telephone Operator, or Front Office Agent, preferably in a hotel environment.
• Excellent verbal communication and customer service skills.
• Good command of English; Arabic language will be an advantage.
• Ability to multitask and remain calm in a fast-paced environment.
• Strong listening skills with attention to detail.
• Basic computer knowledge and familiarity with PMS / telephone systems will be an advantage.
• Well-groomed appearance with a service-oriented mindset.
• Flexibility to work shifts, including nights, weekends, and public holidays.

At IHG®, we believe every interaction shapes the guest journey. Join our Front Office team and play a vital role in creating seamless, memorable experiences where True Hospitality is heard in every conversation and felt in every response.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.