Guest Service Agent

Welcome to IHG. Now that you're part of our family, let's explain the role you will play.
What's the job?
Responsible for all activities relevant to the reception, check in / out, rooming of all guests and assisting them with inquiries in a professional attention and personal recognition in line with our moto ("Joy of Travel for all"), guest expectations (Winning Metrics), Brand Standards and inventory functions to ensure hotel quality standards and revenue goals are met and that related costs are controlled.
Ensure there is an emphasis on staff training, development and maintaining standards and practices.
Adhere to local regulations concerning health, safety, or other compliance requirements, as well as local policies and procedures.
Your day-to-day
People
• Communicates to his/her superior any difficulties, guest comments and other relevant information
• Establishes and maintains effective employee working relationship
• Attends and participates in daily briefings, other meetings and training sessions as scheduled
• Exercises responsible behaviour at all times and positively representing the hotel
• Ensures to provide excellent service to internal customers in other departments as appropriate
• Maintains a high standard of personal hygiene, dress, uniform, and body language
Financial
• Ensure a reasonable usage of the hotel's collaterals, equipment and resources
• Maintains cashier float and ensure accurate daily report of all money received
• Keep abreast of all modification to accounting policies and procedures
Guest Experience
• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity
• Registers and rooms all arrivals according to established procedures
• Maintains knowledge of departmental standards and procedures
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• Attends to guest's request of using the service of safety box at all times
• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, IHG RC, F&B promotions...
• Attends to guest's complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
• Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be "sold" an onward booking to another InterContinental Hotels
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read e-mail, messages, and how to interpret availability sources within the reservation systems
• Maintains exemplary department standards of behavior and appearance and attitude as expected in a IHG Brand
• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
• Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP's and with reference to hotel and to be a health or safety hazard
• Be a Champion in your assigned area
Responsible Business
• Performs the audit balances and prepares all works for audit in an orderly fashion
• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival
• Perform other duties as assigned.
• Aware and familiar with measures and procedures to follow during emergency situations
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Follow SOPs and P&Ps
• Adhere to all local governmental regulations, brand standards, hotel and company policies and procedures
Accountability
Key Metrics:
• Colleague Heartbeat
• Guest Love
• Loyalty Recognition
• Loyalty Enrolment
• Quality
• Total Revenue
• RevPAR
• Carbon Reduction
Decision Making Responsibilities:
• Within the authority as assigned to Guest Service Agent in terms of compensation to guests
• Within the authority as assigned for Hotel Band 9 role