Instant Service Centre Ambassador – Telephone Operator (Front Office)

About the role

The Instant Service Centre Ambassador works at the front office of InterContinental Hotels Group in Dubai Festival City, handling guest telephone enquiries for multiple hotel brands. You will deliver courteous, efficient service that reflects the InterContinental brand standards and contributes to a memorable guest experience.

Key responsibilities

• Answer incoming calls for InterContinental, Crowne Plaza, Holiday Inn & Suites and InterContinental Residence Suites.
• Provide prompt, personalized assistance to achieve high customer‑satisfaction scores.
• Maintain up‑to‑date knowledge of hotel policies, facilities, local events and current conditions.
• Collaborate with team members, supervisors, managers and other departments while respecting mutual respect.
• Protect guest privacy by ensuring confidential information is not disclosed.
• Take ownership of guest requests, communicate any delays and follow up until resolution.

Required profile

• Friendly, welcoming and energetic personality.
• Passion for travel, culture and diversity.
• Strong teamwork attitude and respect for colleagues.
• Commitment to maintaining brand standards and guest privacy.

Required skills