Guest Service Specialist

Hotel Brand: Crowne Plaza Hotels & Resorts
Location: Oman, Muscat

The Guest Service Specialist is the first point of contact for our guests and plays a key role in creating memorable experiences at Crowne Plaza Muscat OCEC. This role is responsible for delivering warm, efficient, and professional service throughout the guest journey, while consistently meeting IHG Brand Standards, Heartbeat Guest Satisfaction metrics, and service excellence expectations.

• Welcome guests in a friendly, professional, and brand-aligned manner
• Perform check-in and check-out procedures efficiently and accurately
• Anticipate guest needs and proactively offer personalized service
• Handle guest inquiries, requests, and complaints with empathy and prompt resolution
• Operate the PMS (Opera or similar) for reservations, billing, and guest profiles
• Maintain accurate guest information, payment records, and room allocations
• Coordinate with Housekeeping, Concierge, Engineering, and other departments to ensure seamless service
• Support VIP arrivals, IHG One Rewards members, and group check-ins
• Actively enroll guests into IHG One Rewards and promote program benefits
• Recognize IHG One Rewards members according to brand guidelines
• Ensure compliance with Crowne Plaza brand standards and Heartbeat survey drivers
• Handle cash, credit card transactions, and billing inquiries accurately
• Balance cash floats and complete end-of-shift reports
• Follow hotel policies, SOPs, and financial control procedures
• Adhere to health, safety, and security procedures at all times
• Ensure guest data privacy and confidentiality
• Report incidents, maintenance issues, or safety concerns promptly

• Previous experience in Front Office or Guest Services in a hotel environment preferred
• Experience with an international hotel brand is an advantage
• Strong communication skills in English; additional languages are a plus
• Knowledge of PMS systems (Opera preferred)
• Guest-focused and service-oriented attitude
• Excellent communication and interpersonal skills
• Ability to work under pressure in a fast-paced environment
• Strong problem-solving and multitasking abilities
• Professional grooming and positive attitude

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work-life – including a full uniform, impressive room discounts, and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance.

Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our well-being framework, we are committed to supporting well-being in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

Join Crowne Plaza, one of the largest and best-loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally, Crowne Plaza is the perfect base to connect on business, pleasure, or a blend of both. We design our spaces to encourage, support, and celebrate great connections. We are also big on meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.

Our branded service style, Dare to Connect, is crafted for connection and designed for humans, not nameless guests or colleagues. The role of every colleague at Crowne Plaza is to create memorable emotional connections and the job of every leader is to create an environment where that can happen.

Join us and you’ll be part of an inclusive, evolving global team.