Instant Service Agent

About the Company

Holiday Inn & Staybridge Suites Dubai Business Bay, part of IHG Hotels & Resorts, offers an inviting atmosphere for travelers whether on business or leisure. Located centrally in Dubai Business Bay, close to major attractions like Burj Khalifa, The Dubai Mall, and Jumeirah Beach, the hotel complex consists of 275 rooms and 120 apartments with food & beverage outlets and event facilities.

Role Overview & Responsibilities

• Deliver quick, polite, and efficient guest services to ensure high customer satisfaction aligned with brand standards.
• Maintain comprehensive knowledge of hotel policies, procedures, amenities, and local events to assist guests effectively.
• Work in rotating shifts covering mornings, afternoons, and nights.
• Manage incoming calls and wakeup call services professionally.
• Collaborate amicably with supervisors, managers, and colleagues across departments to foster a respectful and cooperative work environment.
• Safeguard guest privacy by ensuring confidentiality of all information.
• Take responsibility for guest requests, keep guests informed on any delays, and follow up to confirm satisfaction.
• Perform additional duties as directed by supervisors or managers.
• Respond promptly and efficiently to emergency calls.
• Use system tools such as Messagebox to log guest requests and issues accurately.
• Regularly monitor and act on emails as required.
• Attend shift briefings, review handover notes, and participate in meetings to stay informed.
• Be proficient with operating systems including Alcatel telephony, Opera PMS, Messagebox, Microsoft Office, among others to perform tasks effectively.

Candidate Profile & Requirements

• At least two years experience in a similar role within a 4-star hotel, call center, or customer service position.
• Good intermediate proficiency with Microsoft Office suite and Outlook.
• Experience in Food & Beverage is considered a plus.
• Strong English communication skills, both written and spoken; additional language skills are advantageous.
• Familiarity with Opera property management system is a benefit.
• Ability to work independently as well as part of a team.
• Capability to manage multiple duties simultaneously.
• Motivated to learn, enthusiastic, courteous, and customer-service oriented.
• Friendly and approachable personality.

Compensation and Benefits

The position offers a competitive salary along with benefits. Team members become part of the global IHG family promoting trust, support, diversity, and integrity. The company values care, attention to detail, and continuous improvement in guest experience.

Additional Information

The role entails working shifts that include morning, afternoon, and night rotations. Candidates who feel they might not fulfill every requirement but are eager to contribute are encouraged to apply and start their journey with the team.