Guest Service Agent at InterContinental Fujairah Resort
- Dubai
- Permanent
- Full-time
- Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members
- Check guests in, issue room keys, provide information on hotel services and room location
- Ensure required identification is taken from guests at check-in in line with local legislative requirements
- Answer phones in a prompt and courteous manner
- Up-sell rooms where possible to maximise hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns
- Record guest preferences in the system
- Check guests out, including resolving any late or disputed charges
- Accurately process all cash and credit card transactions using established procedures
- Issue, control and release guest safe-deposit boxes in line with hotel procedures
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Take action to solve guest problems/complaints using appropriate service recovery guidelines
- Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
- May routinely book guest reservations for individuals and/or groups that are requested either by
- Work as part of a team and communicate with other departments as per hotel procedures to ensure
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
- High School diploma /Secondary qualification or equivalent.
- One year front desk/guest service experience strongly preferred.
- Proficiency in Opera is preferred but not essential.
- Fluency in English, Russian and other languages preferred.
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