Instant Service Agent at InterContinental Fujairah Resort

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains. An exceptional destination where Arabian hospitality meets luxury. With 190 rooms, indoor & outdoor event space, restaurants & bar. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star resort presence.

What's your passion? Whether you're into knitting, kite flying or karaoke, at IHG we're interested in YOU! We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great brands guests love. And we're looking for more people like this to join our dynamic & committed team at the InterContinental Fujairah Resort.

Your Day to Day:

As Instant Service Agent, you will act as the central communication point of contact at the hotel by providing and co-ordinating rapid responses to all guest requests, inquiries and needs; as well as assigning work orders to appropriate personnel. To identify and anticipate guest needs; ensure complete guest satisfaction. 

Some of your main role responsibilities are:

• Inputs all Guests, Engineering, Housekeeping, etc. requests promptly and accurately into the QEMS rapid response system 
• Monitors all calls that are in queue and answers appropriately.
• Co-ordinates and assigns by dispatching work orders to the appropriate department and staff and ensures the assigned work orders are completed in accepted standard time and by priority.
• Notifies guests or internal staff of any delays in performing work orders in accepted standard time and calls back guests to ensure guest satisfaction within accepted time frame.
• Continually checks on the pending QEMS work orders that have not been completed.
• Handles all guest wake-up calls.
• Handles guest messages – written and or voice mail and sends fax out regarding guest inquiries and requests.
• Logs all guest complaints and guest history into QEMS for future reference, tracks trends in service deficiencies and reports them to senior management.
• Has the knowledge to check-in and check-out guests from Opera, through the telephone.
• Knows the basics about what guests might request regarding Housekeeping, F&B, IT, Engineering and other department requirements.
• Well aware of the restaurants operating hours and specials/promotions within the operation as well as catering space requirements and locations
• Completes the beginning and ending shift duties that include turnover shift report, outstanding jobs not completed in QEMS and any other daily, weekly and monthly reports required by senior management.

Ideally, you'll have some or all of the following competencies and experience we're looking for: 

• High School diploma /Secondary qualification or equivalent
• Prior experience in customer service or hospitality, preferably in a hotel setting
• Team player and has good communication skills
• Must be customer oriented and is flexible to work in various shifts

In return, we offer competitive pay and benefits, and a chance to work with a great team of talented people. Most importantly, we'll give you the Room to Belong.

So what's your passion? Please get in touch if this position matches your skills and interests and tell us how you could bring your individual competencies by clicking "Apply Online".

We are an equal opportunity employer.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?