What is this job

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the Guest Service Agent, you'll check in and out guests efficiently, and make sure they have all they need for a great stay. You'll also create the warm atmosphere that makes our guests feel at home in any location.

Your Day-to-day

Welcome guests in a friendly, prompt and professional manner recognising IHG Rewards Club Members and also returning guests
Check guests in, issue room keys, provide information on hotel services and room location
Ensure required identification is taken from guests at check-in in line with local legislative requirements
Answer phones in a prompt and courteous manner
Up-sell rooms where possible to maximise hotel revenue
Answer, record and process all guest calls, messages, requests, questions or concerns
Record guest preferences in the system
Check guests out, including resolving any late or disputed charges
Accurately process all cash and credit card transactions using established procedures
Issue, control and release guest safe-deposit boxes in line with hotel procedures
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
Take action to solve guest problems/ complaints using appropriate service recovery guidelines
Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions and information updates on changes
Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
This job requires ability to perform the following:
Frequently standing up behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds / 23 kilograms
Handling objects, products and computer equipment
Basic computer skills to operate various property management and reservations systems, etc.
Being passionate about people and service
Strong communication skills essential when interacting with guests and employees
Reading and writing abilities are used often when completing paperwork, logging issues/ complaints/ requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit
Problem solving, reasoning, motivating and training abilities are often used
Have the ability to work a flexible schedule including nights, weekends and/or holidays

What do we need from you

High School diploma/ Secondary qualification or equivalent.
1 year front desk/ guest service experience strongly preferred.
Proficiency in Opera/Fidelio is preferred but not essential.
Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.