Job Summary:
We are seeking a passionate and dedicated Guest Experience Agent to join our team at InterContinental Residences Dubai Business Bay. In this role, you will play a crucial part in creating unforgettable experiences for our guests in a luxurious and sophisticated environment.

Responsibilities:

• Answer incoming calls promptly and courteously, providing information and assistance to guests.
• Efficiently handle all telephone inquiries and requests, ensuring accuracy in communication.
• Take guest reservations and process bookings using the hotel reservation system.
• Coordinate with various hotel departments to fulfill guest requests and enhance overall guest experience.
• Manage guest check-ins and check-outs, ensuring accuracy and delivering a warm welcome.
• Assist guests with luggage, escorting them to their rooms while explaining hotel facilities and services.
• Provide detailed information on local attractions, restaurants, and transportation options to enhance guest experiences.
• Handle guest complaints and resolve issues promptly and satisfactorily.
• Maintain up-to-date knowledge of hotel policies, rates, and special promotions to effectively communicate with guests.
• Accurately handle cash and credit card transactions following hotel procedures.
• Keep the front desk area, lobby, and guest waiting area clean and organized.
• Assist with administrative tasks, including filing, data entry, and report preparation.
• Actively participate in team meetings and training sessions to enhance service delivery.
• Develop and maintain strong relationships with repeat guests to personalize their experience.
• Proactively seek guest feedback and implement improvements based on their suggestions.

Requirements:

• Previous experience in a customer service role, preferably within the hotel or hospitality sector.
• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Proficiency in operating telephone systems and handling multiple lines efficiently.
• Familiarity with hotel reservation systems, such as Opera or similar software.
• Ability to manage guest complaints and challenging situations with patience and empathy.
• Strong attention to detail and accuracy in handling guest information and reservations.
• Capacity to multitask and prioritize tasks in a fast-paced environment.
• Basic math skills with proficiency in handling cash and credit card transactions.
• Knowledge of local attractions, restaurants, and transportation options to assist guests effectively.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Fluency in written and spoken English; proficiency in additional languages is a plus.
• Strong problem-solving skills and a proactive attitude toward guest satisfaction.
• A commitment to upholding the highest standards of service excellence.

Level of Education:

• High school diploma or equivalent; additional education in hospitality management or related fields is preferred.

Work Hours:

• Full-time position with flexible hours, including evenings, weekends, and holidays.

Experience in Months:

• Minimum 12-24 months of relevant experience in the hospitality industry.