Guest Service Agent

Guest Service Agent at IHG Hotels & Resorts

Join to apply for the Guest Service Agent role at IHG Hotels & Resorts

• Be fully conversant with all hotel facilities and services.
• Process check-in and check-out according to hotel policies and procedures.
• Complete the guest’s registration form and ensure all details are accurately captured.
• Courteously and promptly handle all reservation enquiries on phone, emails, etc.
• Act on flags and special requests.
• Enrol membership at any point of contact for non-member guests.
• Ensure all guest complaints are dealt with immediately, then follow up according to procedures and register all complaints in the logbook.
• Supervise the lobby area to ensure it is tidy at all times, including house music. Report and follow up on any defects and technical faults in the public areas.
• Ensure that maximum courtesy calls are given to arrivals and in house to ensure guest satisfaction and record it in PMS.
• Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
• Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
• Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.
• Make morning/evening rounds in the hotel to know of any positive or negative feedback from the guests and report them to management.
• Actual selling of hotel facilities and special events.
• Answer queries on house facilities and places of tourist interest.
• Assure accountability for cash float issued.
• Maintain confidentiality with regard to guest's personal information.
• Provide assistance to guests on all matters relating to their stay.

• High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualification, desirable.
• Previous hotel front desk experience.
• Competent Word, Excel, PowerPoint and hotel PMS.
• Competent oral and written English communication skills.
• Strong organisational and work co-ordinating skills to handle multiple assignments and projects.
• ‘Can do’ attitude and a high level of energy.
• Self-motivated and able to manage with strong initiative.
• Professionally groomed.
• Able to work under pressure and on shift schedule.
• Adaptable to change.

Entry level

Full-time

Other

Hospitality

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