Summary
IHG Hotels & Resorts is hiring a Guest Service Agent for the Front Office team at InterContinental Abu Dhabi. The role involves welcoming guests, managing check-in and check-out, processing payments, responding to enquiries, and coordinating with other departments to resolve concerns and support room readiness. Applicants should have experience in a guest-facing hospitality role, strong communication and organizational skills, and a good command of spoken and written English. Familiarity with hotel property management systems is an advantage, and the role requires flexibility to work evenings, nights, weekends, and public holidays.
The posting
As published on ihgplc.com. Pulled from the employer's site and shown as they wrote it.
At InterContinental Abu Dhabi, we are passionate about creating memorable experiences for our guests through genuine hospitality, personalized service, and attention to detail. We are currently looking for a warm, confident, and service-oriented Guest Service Agent to join our Front Office team.
A little taste of your day-to-day:
As a Guest Service Agent, you will be one of the key points of contact for our guests throughout their stay. From creating a warm welcome at check-in to ensuring a smooth departure, you will play an important role in making every interaction feel personal, effortless, and memorable.
- Welcoming guests warmly and providing a professional and efficient check-in and check-out experience.
- Handling guest registrations, room assignments, keys, payments, and other Front Office procedures accurately.
- Providing guests with information about hotel facilities, services, restaurants, promotions, and the local area.
- Recognizing IHG One Rewards members, returning guests, and VIPs and supporting the delivery of personalized experiences.
- Understanding guest preferences and anticipating their needs wherever possible.
- Handling guest enquiries, requests, and feedback promptly and professionally.
- Taking ownership of guest concerns and coordinating with the appropriate departments to ensure timely resolution and follow-up.
- Maintaining accurate guest profiles and ensuring relevant preferences and information are updated in the hotel system.
- Managing room-related requests and coordinating closely with Housekeeping to support smooth arrivals and room readiness.
- Processing payments, deposits, and other financial transactions accurately in accordance with hotel procedures.
- Answering telephone calls and responding to guest enquiries in a warm and professional manner.
- Supporting special arrangements for birthdays, anniversaries, VIP stays, and other memorable occasions.
- Maintaining up-to-date knowledge of hotel occupancy, room types, facilities, services, events, and promotions.
- Ensuring guest privacy, security, and confidentiality are maintained at all times.
- Supporting the Front Office team during busy arrival and departure periods.
- Maintaining professional grooming and presentation standards at all times.
- Demonstrating IHG values through genuine, respectful, and professional interactions with guests and colleagues.
What we need from you:
- Previous experience as a Guest Service Agent, Front Office Agent, Receptionist, or in a similar guest-facing hospitality role.
- Previous experience within a luxury or international hotel environment would be an advantage.
- Excellent communication and interpersonal skills.
- A warm, confident, and professional personality with a genuine passion for guest service.
- Strong attention to detail and good organizational skills.
- The ability to multitask and remain calm and composed in a fast-paced Front Office environment.
- A proactive approach with the ability to anticipate guest needs and take ownership of requests.
- Good problem-solving skills and the confidence to handle guest feedback professionally.
- Familiarity with hotel property management systems would be an advantage.
- Good computer skills and the ability to learn new systems quickly.
- A professional appearance and strong grooming standards.
- Flexibility to work different shifts, including evenings, nights, weekends, and public holidays.
- Good command of spoken and written English; additional languages would be an advantage.
What you can expect from us:
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the 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 – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you’ll become part of our ever-growing global family.