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Front Desk Agent - Russian Speaker

Intercontinental Hotels Group (IHG)

1 - 2 years Other - United Arab Emirates

Any Nationality

, Posted on June 11, 2018 1 Opening

Job Description

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At InterContinental Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing your expertise and passion to any one of our brands, you will help us achieve our vision : to be the most preferred, admired and successful hotel company the world over.
Job overview
Under general direction of the Director of Guest Services or his/her delegate, and within the limits of established InterContinental Hotels Group brand and local policies and procedures, responsible for all activities relevant to the Front Desk. Tasks include check in/out, rooming of all hotel guests, foreign exchange, cashiering and Credit Follow up.
Ensures efficient running of Front Desk operations ; highest standards of hospitality are demonstrated on every occasion.
Duties and Responsibilities
Promote Inter-hotel sales, in house facilities and Food & Beverage outlets.
To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize hotel sales.
To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members.
Maintain comprehensive knowledge of standard reservation procedures.
Ensure that all charges are correctly posted to the guests bills following the standard procedures.
Deal with cash, check and credit transactions in accordance with the hotel and company policy, and ensure that any discrepancies are reported immediately.
Maintain cashier float and ensure accurate daily report of all money received.
Be aware of the hotel availability and of every opportunity to maximize room revenue.
Adhere to company credit policies to ensure that all revenue expected is received.
To be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling Revenue.
Recycle whenever and wherever possible and enforce cost saving measures where appropriate specifically on stationary and hotel collateral material
Comply with the hotel rules and regulations and provisions contained in the Employee Handbook.
Comply with the company grooming standards
Comply with the time and attendance policies.
Actively participate in training and development programs and maximize opportunities for self development.
Actively develop positive and effective communication between Front Desk team and all other operational departments.
Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries.
Replace colleagues at Guest Relations or Club lounge when necessary
Supervise and assist CID agents when necessary
Attend and actively participate in team briefings and departmental meetings
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;
Greet guests at all times in a friendly and helpful manner and attempt to learn and use guests' name at every opportunity.
Take action so as to guarantee that guests depart from the hotel with a positive impression of hotel services.
Attend to guests' inquiries and requests, refer problems to Supervisor if he/she unable to assist.
Take personal interest and pride to ensure that the front office and desk area is kept clean and in an orderly state at all times.
Handle Group Check In when necessary.
Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys.
Ensure maximum involvement in the HeartBeat program in order to obtain higher results.
Attends to guests' request of using the service of safety box at all times.
Is fully aware of restaurant operating hours and specials / Spa facilities and services as well as other recreation options.
Register all arrivals according to established procedures.
Anticipate guests' needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner.
Ensure all messages received for guests are passed on accurately and as quickly as possible.
Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable on where further information can be obtained.
Ensure all customers receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard of Operations Procedures of the hotel.
Perform tasks as directed by the Manager in pursuit of the achievement of business goals.
Is knowledgeable about the different software programs utilized in the Guest Services Department including but not limited to Property Management System, Work Order and Glitch report system and electronic devices (paging system), etc
Comply with the Company's Code of Conduct.
Comply in maintaining security of information relating to customers and colleagues in the hotel.
Comply with discretionary information keeping
Align self with the company values, mission and desired behaviors.
Perform correct handling and updating of IHG Rewards Club Membership in Loyalty Connect and Opera.
Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures
Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager.
Must follow CID rules and to cover CID role as directed by the Manager.
Comply with the Company's Code of Conduct.
Comply with discretionary information keeping
Align self with the company values, mission and desired behaviors.
Do you have what it takes to be a leader in the world's most global hotel company?
If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.
Ideally, the candidate must possess previous work experience in a Front Office environment or equivalent. Is a team player and have strong verbal and communication skills. He/She must be customer oriented and is flexible to work in various shifts.

Industry Type : Hotels / Hospitality
Functional Area : Chefs / F&B / Housekeeping / Front Desk


Front Office Hospitality Operations Property Management Training And Development Guest Satisfaction Foreign Exchange Guest Relations Sales Front Desk

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Intercontinental Hotels Group (IHG)

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