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.