Job Description

As the world’s largest family of luxury hotels, we take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insight, our passion for luxury travel spans cultures and customs, inspiring us to create warm and refined experiences for those seeking a richer perspective on the world. Each of our hotels has its own distinctive style and sense of place, where we take every opportunity to deliver personal and meaningful guest experiences. If you would like to embrace a wider world of opportunities, we would be delighted to welcome you to the world’s most international luxury hotel brand.

Located on Hayat Island, InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa is a luxury beachfront resort where island living meets authentic Arabian hospitality. Less than an hour from Dubai, the resort offers a refined yet relaxed escape surrounded by natural landscapes, open sea views, and powder-soft beaches. With a collection of rooms, villas, and residences, a variety of restaurants and bars, and award-winning spa and leisure facilities, we focus on creating thoughtful, personal, and memorable experiences for families, couples, and groups in a true resort setting.

First impressions count. To get our guests’ memorable experiences off to an unforgettable start, we’re looking for an Instant Service Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.

• Provide prompt, courteous and efficient service to all guests to achieve a high level of customer satisfaction through personalized service as per Brand Standards.
• Demonstrate a complete understanding of the hotel policies, procedures, service standards, have full knowledge of the hotel facilities, happenings, local conditions and current events.
• Rotate in 3 shifts (morning / afternoon / night).
• Handle incoming calls and handle wakeup calls
• Work closely with your team members, Supervisors, Managers and also colleagues of other department in a friendly manner assuring mutual respect and encourage each other to create Great Hotels Guests Love.
• Maintain the privacy of all guests by ensuring that no details are disclosed.
• Take ownership of guest requests and notify them of any delays in performing work orders in accepted standard time and call them back to ensure their satisfaction.
• Take ownership of solving guest problems and pass it to the Manager on Duty if necessary and record the guest complaints.
• Complete additional tasks assigned by your Service Leader, Supervisor or Manager
• Promptly handle all emergency calls efficiently.
• Use Messagebox to log all requests and issues
• Promptly check all e-mails and action accordingly.
• Attend shift briefings, read handovers and participate in departmental meetings/gatherings.
• Be fully knowledgeable of the operating systems such as Alcatel, Opera, Messagebox, Microsoft and etc to perform the tasks/operations promptly

• Minimum two years’ experience in the same role in a 5 star hotel, Call centre or any customer service related job.
• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• Excellent written and verbal English communication skills and knowledge of an additional language is an advantage.
• Previous experience in Opera system is an advantage.
• Ability to work independently and within a team environment.
• Able to manage multiple tasks.
• Eager to learn, stay motivated & progress.
• Enthusiastic, courteous & helpful to colleagues & customers.
• Customer service orientated.
• Outgoing, friendly, warm personality.