Guest Experience Agent - Holiday Inn & Staybridge Suites Dubai Business Bay

Guest Experience Agent - Holiday Inn & Staybridge Suites Dubai Business Bay

Travel is a journey. At Holiday Inn & Staybridge Suites, we help make it a joy. Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week, we thrive on making our guests' stays brighter and helping them create memories that will last a lifetime. We have been on our journey since 1952 and are located in the heart of Dubai's Business Bay area, near the Burj Khalifa, The Dubai Mall, Jumeirah Beach, and other world leading attractions.

YOUR DAY TO DAY

• Answer incoming calls promptly and courteously, providing information and assistance to guests.
• Ensure all telephone inquiries and requests are handled efficiently and accurately.
• Take guest reservations and process bookings in the hotel reservation system.
• Coordinate with other hotel departments to fulfill guest requests and ensure a seamless guest experience.
• Handle guest check ins and check outs, ensuring accuracy and providing a warm welcome.
• Assist guests with luggage, escorting them to their rooms and explaining hotel facilities and services.
• Provide information on local attractions, restaurants, and transportation options to enhance guest experiences.
• Handle guest complaints and resolve issues promptly and to the guest's satisfaction.
• Maintain knowledge of hotel policies, rates, and special promotions to effectively communicate with guests.
• Handle cash and credit card transactions, ensuring accuracy and following hotel procedures.
• Maintain a clean and organized front desk area, including the lobby and guest waiting area.
• Assist with administrative tasks, such as filing, data entry, and preparing reports.
• Prior experience in a customer service role, preferably in a hotel or hospitality setting.

What We Need From You

• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Proficiency in operating telephone systems, including handling multiple lines and transferring calls.
• Familiarity with hotel reservation systems, such as Opera or similar software.
• Ability to handle guest complaints and difficult situations with patience and empathy.
• Strong attention to detail and accuracy in handling guest information and reservations.
• Ability to multitask and prioritize tasks in a fast paced environment.
• Basic math skills and proficiency in handling cash and credit card transactions.
• Knowledge of local attractions, restaurants, and transportation options to assist guests.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• Fluency in written and spoken English; additional languages are a plus.

What We Offer

We'll reward all your hard work with a competitive salary and benefits, and a chance to be part of the global IHG family. Our team values trust, support, integrity and welcoming different perspectives. Show us your passion and personality; apply today.

Seniority level: Mid Senior level

Employment type: Full time