Guest Experience Agent

IHG Hotels & Resorts

Key Responsibilities

• Answer incoming calls professionally and handle guest inquiries promptly
• Manage reservations and update bookings using hotel systems
• Coordinate with internal departments to fulfill guest requests
• Handle guest check-ins and check-outs with accuracy and warmth
• Assist guests with luggage and explain hotel facilities and services
• Provide guidance on local attractions, dining options, and transport
• Resolve guest issues calmly and efficiently
• Maintain updated knowledge of hotel policies, promotions, and rates
• Process cash and card transactions securely
• Keep the front desk, lobby, and guest waiting areas clean and organized
• Support administrative tasks such as filing, data entry, and reporting
• Ensure guest satisfaction through personalized service

Skills Set

• Customer service excellence
• Front desk operations
• Telephone and reservation handling
• Cashiering and billing
• Problem resolution
• Local area knowledge
• Multitasking and organization
• Team collaboration

Why Join Us

• Work in an energetic, guest-focused environment
• Be part of a supportive team that values personal growth
• Access global IHG career opportunities and world-class training
• Enjoy staff benefits, discounts, and a positive workplace culture