Guest Relations Officer

Are you passionate about providing exceptional guest experiences? Join our dynamic team at InterContinental Cairo Citystars Hotel, a proud GPTW (Great Place to Work) certified establishment for the second year in a row. We are seeking a dedicated Guest Relations Officer who thrives in a vibrant environment and is committed to ensuring every guest feels valued and welcomed. If you have a knack for building relationships and a desire to make a lasting impact, we want to hear from you! Come be a part of our commitment to excellence in hospitality.

Your day-to-day

• Understand IHG different business models and how we make money for ourselves and our owners.
• To be fully aware with the facilities, services and special promotions offered by the hotel and to pass this information on the guest whenever the possibility arises in order to maximize hotel sales 
• Be familiar with all room type and configuration, review house count periodically; be updated with all F&B activities, cuisines, and entertainment and opening hours. 
• Remains aware of the Hotel’s Rooms' Budget [Occupancy, Average Room Rate ADR and Revenue per available room RevPAR versus performance. 
• Familiar with the exchange rates. 
• Contributes in achieving the FO up selling goal. 
• Familiar with all saving plan affecting own work area. 
• Responsible of changing the guest folio with any last minute charges. 
• Takes responsibility for personal development, holds an accurate view of own strengths and development area by being committed to the IHG Performance management cycle. 
• Being resourceful and creative in working with colleagues, proactively shares knowledge with others; shows real commitment to team work. 
• Attend meeting or training sessions as requested either by management or as per job duties. 
• Maintain positive employee relations. 
• Actively develop positive and effective communication between the Front Office and Housekeeping. 
• Provide data & information needed during the team communication meetings. 
• Attending daily operational communication briefing. 
• Responsible to prepare the PDP every year at the required time. 
• Fully ware with the FO wheel target and contributes positively in achieving them. 
• Support new colleagues; give them room to have a great start, and to grow their skills and knowledge. 
• Abides by set standards of conduct, dress, appearance and posture. 
• Bring the Intercontinental Hotels and Resorts brand to life through every interaction with our guests and use their knowledge to guide their actions and decisions. 
• Understand the company vision and business priorities (steering wheel) 
• Fully aware and responsible of implementing InterContinental Service and Operating Standards. (Information can be obtained through www.ihgmerlin.com) 
• Greet all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity. 
• Handle guest complaints efficiently and promptly report it to the supervisor. 
• Enhances personal recognition and prompt attention to guests from their arrival through their departure. 
• A Guest Relations desk will be in the Lobby and visible to guests with a minimum coverage of prime check out and check in hours or 16 hours daily. 
• Responsible for the hotel VIP guests and Club Intercontinental guests understand how to make their journey positive and memorable, being proactive by adding their preferences to the PMS. 
• Increase club intercontinental guests and the VIP guest’s recognition by performing daily courtesy calls to in house guests to ensure their satisfaction, and take ownership for bringing a guest complaint to a conclusion as well as take preventive actions to avoid occurrence and recurrence. 
• Extend IHG Rewards Club and Ambassador Members their benefits and be on top of their requests. 
• Review next day’s Club InterContinental rooms Arrival. 
• Escorts Club InterContinental Guests.
• Ensure that Club Intercontinental guests are made feel valued and special when they are using our hotel and consistently receive their benefits. 
• Entertains guests where appropriate, in line with hotel’s entertainment policy to enhance guest experience. 
• Schedule and attend Regular, Long staying, IHG Rewards Club and VIP guest cocktail parties in an effort to further improve our service delivery.
• Handles incoming messages, parcels and communications with checking in guests in co-ordination with the Concierge.
• Guest history system will be in place to identify returning customers and their preferences and will be actioned daily. 
• Reviews next day’s VIPs Arrival and send the VIP arrival highlights according to the hotel SOP. 
• Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets. 
• Attends to guest needs, queries and requests promptly. 
• Ensures that daily VIP amenity requisitions are prepared and distributed. 
• Prepares card, special amenities, gifts and personalized stationery for special guests. 
• Handle honeymooners’ reservations with their special arrangement. 
• Handle the Birthday report and make sure to send the Birthday cake. 
• Advises all guests of their room numbers and rate confidentially on welcome booklets. 
• Maintains control of issuing the guest room keys, according to the security measurements required. 
• Maintains intimate knowledge of departmental standards and procedures. 
• Maintain confidence for Guests’ profiles and room numbers as well as billing instructions. 
• Actively participate in all FO Responsible Business Activities. 
• Reports irregular things happening at the hotel to the Assistant Manager. 
• Perform all tasks mentioned in the Guest Relations Task Breakdown as per standards at all the times. 
• Complies with hotels’ health, safety and hygiene policy.

WE NEED FROM YOU

• Bachelor degree. Previous experience is a plus. Must speak fluent English and local language with additional other languages preferred. Other: 
• Communication skills are utilised a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company. 
• Reading and writing abilities are utilized often when completing paperwork and reports, giving and receiving instructions. 
• Required to work shifts, weekends, and/or holidays. 
• Some knowledge of locale preferred. 
• Strong verbal and written communications skills required.             
• Must be computer literate and have the ability to multi task and work under pressure.
• Computer literate (excel, word, office) 
• Administration, organisation and follow up skills. 

This job requires ability to perform the following: 

• Frequently standing up behind the desk, front office areas and lobby. 
• Handling various objects 
• Use a keyboard to operate various property management and reservations systems

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.