Summary
IHG Hotels & Resorts is hiring a Guest Experience Agent for InterContinental Residences Dubai Business Bay in Dubai. The role supports Front Office and Guest Relations operations, welcomes guests, manages requests and preferences, coordinates personalised arrangements, and resolves service concerns. Applicants should ideally have 1–3 years of relevant experience in luxury hospitality and working knowledge of Opera PMS or a similar system; a hospitality qualification is preferred. Compensation is described as competitive, with employee benefits, accommodation discounts, uniform provision, and training opportunities.
The posting
As published on ihgplc.com. Pulled from the employer's site and shown as they wrote it.
At InterContinental Residences Dubai Business Bay, every interaction creates a lasting impression.
We're looking for a Guest Experience Agent who is passionate about hospitality, thrives on creating memorable guest journeys, and takes pride in delivering personalised luxury service. As one of the first and last faces our guests encounter, you'll play an essential role in ensuring every stay feels effortless, welcoming, and truly exceptional.
This is More Than a Front Office Role.
At InterContinental Residences Dubai Business Bay, we don't simply check guests in—we build meaningful relationships.
As a Guest Experience Agent, you'll become a trusted ambassador of our brand, delivering warm, intuitive service while anticipating guest needs before they're even expressed. Whether welcoming a first-time visitor, recognising a returning guest, or celebrating a special occasion, you'll create moments that guests remember long after they've departed.
Why This Role Matters
Exceptional guest experiences are built through genuine human connections.
Every conversation, recommendation, and thoughtful gesture contributes to our reputation as one of Dubai's premier luxury residences. Your ability to deliver seamless service, resolve requests with confidence, and personalise every interaction directly influences guest satisfaction, loyalty, and brand advocacy.
Create Experiences That Guests Remember
As part of the Front Office team, you'll deliver exceptional service throughout the entire guest journey—from arrival to departure.
You'll work closely with colleagues across the hotel to ensure every guest receives attentive, personalised service while maintaining the highest standards of luxury hospitality and operational excellence.
What We'll Support You to Do
Deliver Personalised Luxury Service
Create warm, memorable experiences through genuine hospitality and attention to detail.
Build Lasting Guest Relationships
Recognise returning guests, understand individual preferences, and exceed expectations.
Drive Guest Satisfaction
Respond to requests promptly, professionally, and with genuine care.
Represent the InterContinental Brand
Deliver every interaction in line with IHG's luxury service standards and values.
The Gig
Reporting to the Assistant Front Office Manager, the Guest Experience Agent is responsible for delivering exceptional guest service while supporting daily Front Office and Guest Relations operations.
The Opportunity
Become part of a world-class luxury hospitality team where guest experience is at the heart of everything we do.
The Strategy
Deliver personalised service, build meaningful guest relationships, and create seamless experiences across every stage of the guest journey.
The Impact
Increase guest satisfaction, encourage loyalty, strengthen our luxury reputation, and create memorable stays that guests want to repeat.
Stay Human
Luxury hospitality begins with genuine care.
At InterContinental Residences Dubai Business Bay, we believe every guest deserves to feel recognised, welcomed, and valued. Your professionalism, empathy, and attention to detail will help create experiences that leave lasting impressions.
Your Day-to-Day
No two days are ever the same. Your responsibilities will include but limited to:
Guest Experience
- Welcome guests with warmth and professionalism during arrival and departure
- Deliver personalised service throughout each guest's stay
- Recognise VIPs, repeat guests, long-stay residents, and special occasions
- Anticipate guest needs and proactively offer assistance
- Build genuine relationships that enhance guest loyalty
- Create memorable moments through thoughtful and personalised service
Guest Relations
- Handle guest requests promptly and efficiently
- Coordinate special amenities, celebrations, and personalised arrangements
- Maintain accurate guest profiles and preferences within Opera PMS
- Ensure guest information is updated to support future personalised service
- Follow up on guest requests to ensure complete satisfaction
Service Recovery
- Resolve guest concerns calmly, professionally, and efficiently
- Take ownership of service recovery while maintaining guest confidence
- Escalate complex issues appropriately when required
- Follow up to ensure concerns have been fully resolved
Front Office Operations
- Support smooth arrival and departure experiences
- Collaborate with Reservations, Concierge, Housekeeping, Engineering, Food & Beverage, and other departments
- Ensure effective communication of guest preferences and special requests
- Assist during peak operational periods and special events
- Maintain accurate records and operational documentation
Quality & Compliance
- Maintain IHG luxury brand standards at all times
- Follow hotel policies, procedures, and service standards
- Ensure confidentiality of guest information
- Adhere to health, safety, and security procedures
- Maintain a professional appearance and positive attitude throughout every shift
What Success Looks Like
You'll be successful when you consistently achieve:
- Exceptional guest satisfaction and positive guest feedback
- Memorable personalised guest experiences
- Prompt and effective guest request fulfilment
- Strong guest loyalty and repeat visitation
- Smooth collaboration across hotel departments
- Consistent compliance with IHG luxury service standards
- Positive contribution to the Front Office team's overall performance
Who This Role Is Perfect For
This opportunity is ideal for someone who:
- Has a genuine passion for creating exceptional guest experiences
- Enjoys building meaningful relationships with people from around the world
- Brings warmth, confidence, and professionalism to every interaction
- Thrives in a fast-paced luxury hospitality environment
- Takes ownership and enjoys solving problems
- Works collaboratively while maintaining exceptional attention to detail
- Is committed to delivering service that exceeds expectations
What We Need From You
Ideally, you'll bring some (or all) of the following:
Education
- Hospitality qualification or related field preferred
Experience
- 1–3 years of experience in Guest Relations, Front Office, Guest Experience, or Reception within luxury hospitality
- Experience within luxury hotels, branded residences, resorts, or premium hospitality environments preferred
- Working knowledge of Opera PMS or similar Property Management Systems
- Experience within the UAE or GCC hospitality market is advantageous
Personal Attributes
- Outstanding interpersonal and communication skills
- Naturally warm, welcoming, and guest-focused
- Professional appearance and confident presentation
- Strong organisational and multitasking abilities
- Excellent problem-solving and decision-making skills
- Ability to remain calm under pressure
- Passion for luxury hospitality and personalised service
- High level of integrity, attention to detail, and commitment to excellence
What You Can Expect from Us
At InterContinental Residences Dubai Business Bay, we create an environment where our people can excel. We offer competitive compensation, valuable employee benefits, and exceptional development opportunities—including full uniform provision, generous accommodation discounts, and access to world-class training that supports long-term career growth.
Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
We foster a culture of trust, support, and acceptance — always welcoming different backgrounds, experiences, and perspectives. At IHG, we give every member of our team the room they need to belong, grow, and make a difference in a collaborative environment.
We know that to work well, we need to feel well – both inside and outside of work. Through our myWellbeing framework, we’re committed to supporting wellbeing across your health, lifestyle, and workplace.
Ready to Shape the Guest Experience?
If you don’t meet every requirement but believe you bring the right energy, leadership, and passion for people, we’d still love to hear from you.
Join us and be part of shaping distinctive hospitality experiences in Dubai—where your ideas, personality, and expertise help define how guests connect, unwind, and remember us.