Instant Service Centre Ambassador – Telephone Operator

About the role

The Instant Service Centre Ambassador provides front‑office telephone support for InterContinental Hotels Group properties at Dubai Festival City. You will be the first point of contact for guests calling the InterContinental, Crowne Plaza, Holiday Inn & Suites, and InterContinental Residence Suites, delivering courteous and efficient service.

Key responsibilities

• Provide prompt, courteous telephone service to achieve high guest satisfaction.
• Understand and apply hotel policies, procedures, and service standards.
• Handle incoming calls for all four IHG brands at the Dubai Festival City cluster.
• Collaborate with team members, supervisors, and managers while maintaining mutual respect.
• Protect guest privacy by safeguarding personal information.
• Take ownership of guest requests, communicate delays, and follow up to ensure resolution.
• Record and manage guest complaints, escalating to the Manager on Duty when necessary.
• Manage wake‑up calls and emergency calls efficiently.
• Log all requests and issues using the QEMS system.
• Complete additional tasks assigned by supervisors or managers.

Required profile

• Friendly, welcoming, and energetic personality.
• Passion for travel, culture, and diversity.
• Strong communication skills and ability to work collaboratively.
• Commitment to maintaining guest confidentiality.

Required skills

• Proficiency with the QEMS (Quality & Event Management System) platform.
• Effective telephone handling and call‑center techniques.
• Good knowledge of hotel facilities, local attractions, and current events.