Guest Service Agent Luxury Hospitality Dubai, UAE

IHG Hotels & Resorts

Location: United Arab Emirates
Location: Dubai
Industry: Hospitality / Travel
Function: Guest Services / Concierge
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time

Role Summary
The Guest Service Agent at InterContinental Dubai Marina will be the first point of contact for guest inquiries, requests, and assistance, ensuring all interactions are handled with professionalism, efficiency, and a personal touch. This role requires excellent communication skills, a strong sense of hospitality, and the ability to coordinate effectively with multiple departments to deliver seamless guest experiences.

What You ll Do

* Act as the primary point of contact for guest inquiries and requests via phone, email, and internal systems
* Accurately log and dispatch service requests using the hotel s QEMS rapid response system
* Follow up on guest requests to ensure timely completion and satisfaction
* Handle wake-up calls, messages, and emails while ensuring guest privacy
* Coordinate with in-room dining, housekeeping, laundry, and engineering teams to fulfill guest needs
* Maintain up-to-date knowledge of hotel operations, events, promotions, and dining options
* Update internal communication boards and logs with real-time operational information
* Assist with remote check-in and check-out using Opera, ensuring accuracy and personalized service
* Monitor and address guest complaints promptly, following up to ensure resolution

Ideal Profile

* 1 2 years of experience in a guest service or front office role, preferably in a luxury hotel
* Strong English communication skills; additional languages are an advantage
* Flexible with rotating shifts and working hours
* Professional appearance with excellent grooming standards
* Strong interpersonal skills and the ability to adapt to varying situations
* Proficiency in hotel systems such as Opera is an advantage

Why Join Us
InterContinental Dubai Marina offers the opportunity to work in a dynamic, multicultural environment in one of Dubai s most prestigious locations. Team members enjoy professional development, global career opportunities, exclusive staff discounts, and a supportive workplace culture as part of IHG Hotels & Resorts.