Be the warm welcome
that sets the tone for a memorable guest experience, demonstrating genuine
hospitality and professionalism.
Acknowledge and prioritize
IHG Rewards Club members, VIPs, and returning guests, both in person and on
the phone.
Take and manage guest bookings with accuracy,
identifying up-selling opportunities to enhance guest stays by promoting hotel
services, amenities, and packages.
Maintain a deep
understanding of and adhere to IHG Brand Standards, hotel
policies, and operational processes to deliver consistent and high-quality
service.
Handle cash, credit, and digital transactions
with precision, ensuring all processes align with hotel financial
policies.
Facilitate seamless check-in and check-out
experiences, including verifying IDs, issuing room keys, and managing safety
deposit boxes securely.
Coordinate with housekeeping
to confirm room readiness and update the Property Management System (PMS)
with any changes or room allocations.
Assist in managing
guest inquiries, messages, and complaints, ensuring timely responses
and escalating to management when required.
Anticipate
and fulfill guest needs by recording and acting on preferences, special
requests, or recurring concerns to create personalized
experiences.
Provide accurate information on local
attractions, transportation, and hotel amenities to enrich the guest's
stay.
Follow all safety and emergency procedures, including
reporting incidents promptly.
Stay trained on hotel
emergency protocols and assist guests during evacuations or other critical
situations.
Collaborate with other departments to ensure
seamless communication and exceptional service
delivery.
Step in to support colleagues with ad-hoc duties
as needed, fostering a team-oriented work
environment.
Actively participate in team briefings,
training sessions, and performance discussions to enhance personal
and departmental growth.
Represent the hotel
brand with pride by maintaining a polished appearance and professional
demeanor at all times.
Always stay informed of the day’s
events, activities, and occupancy levels to provide accurate and timely
information to guests.
Assist with administrative duties,
including filing, preparing reports, and maintaining an organized
workspace.
Monitor and replenish front desk supplies, such
as registration cards, brochures, and stationery.
Assist
with managing incoming and outgoing guest mail, package deliveries, and courier
services.
Conduct follow-ups with guests during and after
their stay to ensure satisfaction and address any unresolved
concerns.
Support loyalty program initiatives
by encouraging enrollment and educating guests about program
benefits.
style="margin-left: 0.7pt;">What We Need
From You
Communication skills - Guests
will approach you with both concerns and compliments, so you’ll need to be easy
to talk to.
Your problem-solving skills will turn issues
into opportunities so every guest leaves with great
memories.
Fluency in the local language - extra language
skills would be great, but not essential.
Literate
and tech-savvy - you’ll need a good grasp of reading, writing, basic maths
and computers.
Flexibility - night, weekend and holiday
shifts are all part of the job.
You’ll have a high school
diploma or qualification. A college or university degree would be a bonus,
but not essential.
Experience - ideally you’ll have spent
at least one year in a front desk or guest service
position.
Strength - sometimes you’ll need to lift, push
and pull big objects up to 50lbs (23 kg). This can involve bending
and kneeling.
