Guest Service Agent

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer
perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. 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’S THE JOB?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Service Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

YOUR DAY-TO-DAY

• Always know what events and activities are on the day’s schedule, according to shift briefings.
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Continually checks on the submitted ESCAP work orders that have not been completed and Notifies guests or internal staff of any delays in delivering guest requests, in accepted standard time. Calls back guests to ensure guest satisfaction within accepted time frame.
• Answers all calls within 3 rings, using the guest surname at least three times throughout conversation.
• Monitors all calls that are on queue and answers appropriately. 
• Has the knowledge to check-in and check-out guests from Opera, via telephone & email request.
• Completes the beginning and ending shift duties that includes; upkeep of cashier float, shift reports and any other daily, weekly and monthly reports required by management.
• Cash hotel guest’s personal and travelers checks and assists with currency exchange
• Knowledgeable about the software including but not limited to, Property Management System (Opera), ESCAP, electronic devices (paging systems), etc.
• Logs all guest complaints into the Problem Tracker and adds to guest profile for future reference.
• Maintain a comprehensive knowledge of InterContinental facilities and services to assist guests and aid in selling or up-selling Hotel services; as well as all special promotion procedures, for programs such as Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
• Demonstrate awareness and understanding of Workplace Health and Safety policies and procedures, including Safety, Rehabilitation, Fire Emergency and Evacuation procedures.
• Work in conjunction and cooperate with management in the implementation of WHS related initiatives.

WHAT WE NEED FROM YOU

• Ability to be on your feet most of the day, with lots of bending and kneeling.
• Guests will need to come to you with concerns as well as compliments; you will be warm, welcoming and easy to talk to.
• You will need problem solving skills to turn issues into opportunities, so every guest leaves with great memories.
• Ideally, you will have spent at least one year in a front desk or guest service position.
• Ability to manage multiple tasks and conflicting deadlines.
• You will need a good grasp of reading, writing, and basic maths and computers.
• Fluent in local language; extra language skills would be great, but not essential.
• Understanding that Night, weekend and holiday shifts are all part of the job.
• You will have a high school diploma or qualification. A college or university degree would be a bonus, but is not essential.

HOW DO I DELIVER THIS?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.