Guest Services Agent

Tourism and Hospitality
Posted: 11-07-2024

IHG® Hotels & Resorts is one of the world’s leading hotel companies, with a promise to provide True Hospitality for everyone. As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

What is the job?

Reporting to the Front Office Manager, the Guest Services Agent will be responsible for all activities relevant to the Front Desk such as the reception, check in and out, rooming of all hotel guests, foreign exchange and assisting on guest inquiries. Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact well with guests, colleagues and third parties that reflects highly on the hotel, brand and Company

Your day to day

  • Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guests’ name at every opportunity.
  • Registers all arrival rooms according to established procedures.
  • Maintains intimate knowledge of departmental standards and procedures.
  • Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation.
  • Maintains cashier float and ensures accurate daily report of all money received.
  • Cashes hotel guest’s personal and travelers checks and assists with currency exchange.
  • Keeps abreast of all modifications to accounting policies and procedures.
  • Works with Concierge in assisting guests’ requests of using the service of safety box.
  • Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
  • Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotel or Resort.
  • Does everything possible to ensure that the guests depart the resort with a positive impression of the resort’s services.
  • Performs the audit balances and prepares all works for night audit in an orderly fashion.
  • When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival.
  • Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read and access e-mails, messages, and how to interpret availability sources within the reservation systems.
  • Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times.
  • Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIPs.
  • Communicates effectively with Housekeeping any changes to inventory or movement of guests within the system.
  • Must be able to effectively communicate English both verbally and written, with all levels of guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Maintain regular attendance in compliance with IHG Service Delivery Standards.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag.
  • Comply with IHG Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in anticipating, preventing, identifying and solving problems as necessary
What we need from you
  • Fluent in both spoken & written English required.
  • Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
  • Literate and tech-savvy - you’ll need a good grasp of reading, writing and computers.
  • Flexibility - night, weekend and holiday shifts are all part of the job
  • You’ll have a Hospitality and/or Tourism Diploma or qualification.
  • Experience - ideally you’ll have spent at least two years in a front desk or guest service position in a 5 star property.
  • Ability to work independently and within a team environment.
  • Perform other duties as requested by Management.
How do I deliver this?

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

What we offer

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 medical cover, term life insurance, birthday leave, community service leave, paternal leave, 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 difference 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, color, 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 myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

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

How to apply

Send your application letter and up to date resume to [email protected]

Applications close on Monday 15 July at 4pm.

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