IHG

Global hotel company

Guest Relation Agent

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeJordanNo salary listedIn-person

About the Job

Requirements

Comply with the hotel’s health, safety, and hygiene policy.
Comply with the company’s corporate code of conduct and familiarize yourself with company values and model desired behaviours.
Maintain standards of conduct, dress, appearance, and posture.

Responsibilities

Recognize guests personally and provide prompt attention from arrival through departure.
Check guest profiles and prepare guest registration cards.
Address guests by name, escort arriving guests to their rooms, contact guests during their stay, and bid farewell at departure.
Provide special treatment to VIPs and SCC members, including the specified VIP and SCC treatment levels and first-timer treatment.
Update guest history files regularly, including guest preferences, profiles, VIP levels, and guest remarks (GSS).
Review next-day arrivals for unexpected VIPs.
Prepare and supervise the distribution of guest amenities, welcome letters, and fruit baskets, including SCC, first-timer, and club-floor welcome letters and pull-out forms.
Escort SCC members and VIPs to their allocated rooms, including first-timers and top VIPs.
Plan for unexpected VIP arrivals and prepare amenities for them.
Attend promptly to guests’ needs, queries, and requests.
Promote hotel facilities whenever possible.
Handle guest complaints immediately and follow up thoroughly on the actions taken.
Assist in compiling and analyzing departmental expenditures.
Report daily activities in the logbook and complete the guest relations checklist.
Inspect guestroom amenity setups and check guest rooms.
Maintain effective employee relations within the Guest Relations Department.
Perform related duties and special projects as assigned.
Demonstrate attentive guest service, fulfill guest requests accurately and promptly, anticipate guest needs, maintain knowledge relevant to the guest experience, and take appropriate action to resolve complaints.
Perform tasks as directed by the manager in pursuit of business goals.

Key Responsibilities

Enhances personal recognition and prompt attentions to guests from their arrivals through their departure.

Checking guest profile

Preparing guest registration card

Calling guest by name

Escorting the guest to his room upon arrival.

Calling guest during his stay

Bidding farewell upon departure
- Provides VIPs and SCC members the specials treatment they except.
- V 1 level
- V 2 level
- V3 level
- V4 level
- SCCs treatment
- SCCe treatment
- SCCa treatment
- First timer treatment
- Updates Guest History files on a regular basis.
- - Updating guest preferences
- - Updating guest profile
- - Updating VIP levels
- - Updating guest remarks(GSS)
  - Reviews next day’s arrivals for unsuspected VIPs
  - Checking next day arrivals for unexpected VIPs
    Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets.
    Preparing SCC welcome letter
    Preparing first timers welcome letter
    Preparing club floor welcome letter
    Preparing pull out form
    Escorts SCCMs and VIPs to their allocated rooms.
    Escorting SCC members
    Escorting first timers
    Escorting top VIPs
    Plans for unexpected VIP arrivals
    Preparing amenities for unexpected VIP arrivals
    Attends to guest’sneed, queries and requests promptly.
    Attends to guest need
    Attends to guest queries
    Promotes hotel facilities whenever possible.
    Handles guest complaints immediately and follows up on action thoroughly
  - Assists in compiling and analyzing departmental expenditures.
    Reports daily activities in logbook.
    Reporting in log book
    GR check list
    Inspects amenities set up in guestrooms.
    Checks guest room
    Abides set standards of conduct, dress, appearance and posture.
    Maintains effective employee relations within the Guest Relations Department.
    Complies with hotel’s Health, Safety & Hygiene policy.
    Complies with hotel health
    Complies with hotel safety
    Complies with hotel hygiene
    Performs related duties and special projects as assigned.
    Customer Service
    Demonstrate service attributes in accordance with industry expectations and company standards including:
    Being attentive to Guests
    Accurately and promptly fulfilling Guests requests
    Anticipate Guests needs
    Maintain a high level of knowledge which affects the Guest experience
    Demonstrating a ‘service’ attitude
    Taking appropriate action to resolve guest complaints
    General
    Comply with the Company’s Corporate Code of Conduct
    Familiarize yourself with the company values and model desired behaviours
    Perform tasks as directed by the Manager in pursuit of the achievement of business goals

About the Company

IHG

Global hotel company

IHG is a global hospitality company operating and franchising a portfolio of hotel brands. The company supports hotel development, reservations, loyalty programs, revenue management, brand standards, technology, and guest services. It serves travelers, hotel owners, franchisees, corporate clients, loyalty members, and hospitality partners. Its operating model centers on a primarily franchised and managed hotel network connected through brands, distribution, commercial systems, and regional support. Teams work across hotel operations, development, revenue, technology, marketing, loyalty, finance, and owner support. Teams support coordinated daily delivery.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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