Instant Service Centre Ambassador

Position Overview
InterContinental Dubai Festival City is seeking an enthusiastic and guest-focused Instant Service Centre Ambassador to join its five-star hospitality team. This role plays a key part in providing seamless, efficient, and personalized service to hotel guests across multiple IHG properties in Dubai Festival City. The ideal candidate will possess exceptional communication skills, a passion for service excellence, and a commitment to delivering memorable experiences in line with InterContinental brand standards.

Job Details
Country: UAE
City: Dubai
Industry: Hospitality / Hotels
Function: Customer Service / Guest Relations
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

Key Responsibilities

* Handle incoming calls and guest requests promptly, courteously, and professionally across InterContinental, Crowne Plaza, Holiday Inn, and Residence Suites Dubai Festival City.
* Ensure all guest inquiries and service requests are logged, followed up, and resolved efficiently through QEMS and other internal systems.
* Provide detailed information on hotel facilities, services, and local attractions.
* Manage wake-up calls, room service coordination, and guest complaint handling to maintain high satisfaction levels.
* Maintain privacy and confidentiality of guest information at all times.
* Communicate effectively with departments such as housekeeping, engineering, and food & beverage to ensure service requests are completed accurately and on time.
* Handle emergency calls in line with hotel procedures and safety standards.
* Participate in shift briefings, departmental meetings, and ongoing training sessions.

Ideal Profile

* Minimum of two years experience in a similar role within a 5-star hotel, call center, or customer service environment.
* Excellent English communication skills; Arabic language proficiency is an advantage.
* Working knowledge of Opera, Microsoft Office, and telephone systems such as Alcatel or TMS.
* Strong multitasking, problem-solving, and time management skills.
* Friendly, professional, and confident personality with a genuine passion for guest service.
* Ability to work independently and collaboratively in a fast-paced environment.

Skills Set

* Guest relations and customer communication
* Call handling and problem resolution
* Multitasking and time management
* Data entry and system proficiency (Opera, QEMS)
* Team collaboration and service coordination