Guest Service Agent

About the role

The InterContinental Fujairah Resort, located on the Al Aqah Beach shoreline with 190 rooms, event space and restaurants, is looking for a Guest Service Agent. This role is often the first point of contact for guests, checking them in and out efficiently and making sure they have everything they need for a great stay.

Key responsibilities

• Welcome guests warmly and professionally, recognising IHG Rewards Club members and returning guests
• Check guests in and out, issue room keys, give information on services and room locations, and collect identification in line with local legislation
• Answer phones promptly, handle guest calls, messages, requests and complaints, and resolve problems using service recovery guidelines
• Upsell rooms where possible and process cancellations, revisions and reservation bookings
• Process cash and credit card transactions accurately and post charges correctly to guest bills
• Control and release guest safe-deposit boxes and protect customer and colleague information
• Report health and safety incidents, security breaches and suspicious behaviour to the supervisor or manager, and log security incidents and near misses
• Enroll guests in IHG Rewards and ICA programmes and achieve up-selling revenue targets
• Work as part of a team and follow hotel safety, hygiene, fire life safety and evacuation procedures

Required profile

• Diploma or degree in Hospitality Management, Tourism or a related field
• Minimum 1 year of front office or guest service experience, preferably in a hotel
• Fluent spoken and written English; Arabic or another language is an advantage
• Professional appearance, good communication and guest service skills, and ability to work under pressure
• Flexibility to work shifts, weekends and public holidays

Required skills

• Proficiency in Opera or other hotel property management systems (PMS)
• Good knowledge of guest handling, hotel operations and service recovery