Guest Service Agent – Front Office

About the role

We are seeking a warm, confident Guest Service Agent to join the Front Office team at InterContinental Abu Dhabi. In this role you will be a primary point of contact for guests, delivering personalized service from check‑in through departure and ensuring every interaction feels effortless and memorable.

Key responsibilities

• Greet guests, manage check‑in and check‑out procedures, and handle registrations, room assignments, keys and payments accurately.
• Provide information on hotel facilities, restaurants, promotions and local attractions, and recognise IHG One Rewards members, returning guests and VIPs.
• Respond promptly to guest enquiries, requests and feedback, taking ownership of issues and coordinating with relevant departments for resolution.
• Maintain up‑to‑date guest profiles, preferences and room‑related requests, working closely with Housekeeping to ensure room readiness.
• Process financial transactions, including payments and deposits, in line with hotel procedures.
• Answer telephone calls professionally and support special arrangements for birthdays, anniversaries and VIP stays.
• Uphold guest privacy, security and confidentiality while demonstrating IHG values through respectful interactions.

Required profile

• Previous experience as a Guest Service Agent, Front Office Agent, Receptionist or similar guest‑facing hospitality role.
• Experience in a luxury or international hotel environment is an advantage.
• Strong attention to detail, excellent communication skills and a service‑oriented attitude.

Required skills

• Proficiency in front‑office software and hotel management systems.
• Ability to handle cash and electronic payments accurately.
• Effective telephone etiquette and guest handling techniques.