Guest Service Specialist; Local Talent

Crowne Plaza Muscat OCEC is a distinguished five-star hotel located within the iconic Oman Convention and Exhibition Centre in Muscat. Combining modern luxury with traditional Omani hospitality, the hotel offers exceptional accommodation, world-class dining, and state-of-the-art meeting and event facilities. As a preferred destination for business travellers, conference delegates, and leisure guests, Crowne Plaza Muscat OCEC prides itself on delivering personalized service, innovative experiences, and seamless connectivity.

Strategically positioned in Oman’s vibrant capital, it serves as a gateway to the region’s cultural heritage and burgeoning business landscape.

The Guest Service Specialist (GSS) is responsible for providing exceptional service to all hotel guests by assisting with check-in/check-out, handling inquiries, resolving complaints, and ensuring a seamless guest experience. The GSS serves as a key point of contact for guests, proactively anticipating their needs and supporting all front office and guest relations operations in accordance with IHG brand standards.

• Welcome and greet guests in a warm, professional, and friendly manner.
• Handle check-in and check-out processes efficiently, ensuring accuracy in guest accounts and room allocations.
• Provide guests with information about hotel facilities, services, and local attractions.
• Anticipate guest needs and proactively resolve any issues to ensure a memorable experience.
• Address guest complaints promptly, professionally, and effectively, escalating complex issues to the Guest Relations Manager or Front Office Manager.
• Assist in managing guest reservations, special requests, and VIP arrivals.
• Monitor guest arrivals and departures to ensure smooth service flow.
• Maintain accurate records of guest profiles, preferences, and service history in the PMS system.
• Support coordination between Front Office, Housekeeping, F&B, and other departments to meet guest requirements.
• Ensure proper handling of guest valuables, lost and found items, and guest correspondence.
• Work closely with the Guest Relations team and other front office staff to ensure high service standards.
• Assist in training new team members or cross‑training staff as needed.
• Participate in pre-shift briefings and post-shift debriefings to communicate updates, guest requirements, and operational priorities.
• Support VIP or group arrivals by ensuring personalized attention and coordination.
• Adhere to IHG brand standards, hotel policies, and local regulations.
• Maintain professionalism, grooming standards, and etiquette in all guest interactions.
• Ensure the safety, confidentiality, and security of guest information and belongings.
• Participate in audits, inspections, and quality control checks as required.
• Maintain accurate records of guest complaints, requests, and service recovery actions.
• Assist in preparing daily reports on guest interactions, VIP visits, and operational issues.
• Provide feedback to management on guest trends, satisfaction levels, and service improvement opportunities.

• Local Talent (Omani Nationals) are highly preferred for Guest Experience profiles.
• High School Diploma or equivalent;
  Diploma/Bachelor’s in Hospitality or Hotel Management preferred.
• Minimum 1–3 years of experience in guest relations, front office, or customer service in a hotel or hospitality setting.
• Experience in international hotel brands or luxury properties preferred.
• Excellent guest service and interpersonal skills.
• Strong communication skills in English (spoken and written);
  Arabic is an advantage.
• Knowledge of hotel PMS systems and guest service procedures.
• Ability to remain calm under pressure and resolve conflicts effectively.
• Professionalism, attention to…