Guest Experience Agent

Description
for Internal and External Candidates

Are you a guest-focused
professional with excellent communication skills and a passion for service
excellence? We are looking for a Guest Experience Agent
who will be the voice and face of the hotel, ensuring every guest interaction
is handled with care, efficiency, and True Hospitality.

A little taste of your day-to-day:
Every day
is different, but you’ll mostly be:

• Handling all incoming
  and outgoing guest calls in a professional, friendly, and efficient manner.


• Responding to guest inquiries, requests, and complaints via telephone and
  in person.
• Acting as a key point of contact for guest requests,
  coordinating with relevant departments to ensure timely resolution.


• Managing wake-up calls, message handling, and call transfers
  accurately.
• Providing information about hotel facilities, services,
  outlets, and local attractions.
• Ensuring all guest interactions
  are logged and followed up appropriately.
• Supporting Front Office
  operations during peak periods when required.
• Maintaining guest
  satisfaction by delivering prompt service recovery and follow-up.


• Ensuring compliance with hotel SOPs, brand standards, and guest privacy
  policies.
• Representing the hotel brand with professionalism and
  a positive attitude at all times.

What we need
from you:

• Previous experience as a Guest
  Experience Agent, Telephone Operator, or Front Office Agent, preferably
  in a hotel environment.
• Excellent verbal communication and customer
  service skills.
• Good command of English;
  Arabic language will be an advantage.
• Ability
  to multitask and remain calm in a fast-paced environment.
• Strong
  listening skills with attention to detail.
• Basic computer knowledge
  and familiarity with PMS / telephone systems will be an advantage.


• Well-groomed appearance with a service-oriented mindset.


• Flexibility to work shifts, including nights, weekends, and public
  holidays.

At IHG®, we believe every interaction shapes the guest
journey. Join our Front Office team and play a vital role in creating seamless,
memorable experiences where True Hospitality is heard in every
conversation and felt in every response.