Guest Experience Specialist - Front Office

IHG Hotels & Resorts

Be the warm welcome that kicks off a memorable guest experience.

• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
• Stay one step ahead of guests needs record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the time. Following our safety procedures, you ll report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day s schedule.
• Jump into other ad-hoc duties when your colleagues need your help.
• Works as part of a team and communicates with other departments as per hotel procedures to ensure excellent quality and service.
• May regularly assist with deep cleaning projects.
• May have turndown duties.
• May assist with other duties as assigned.
  

What we need from you:

• Communication skills guests and colleagues will need to come to you with concerns as well as compliments, so you ll be easy to talk to.
• Fluency in the English language - extra language skills would be great, but not essential.
• Literate and tech-savvy - you ll need a good grasp of reading, writing, basic maths and computers, especially our reservations system, Opera.
• Flexibility - night, weekend and holiday shifts are all part of the job.
• You ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
• Experience - ideally, you ll have spent at least two years in a front desk or guest service position in a 5 star property
• Ability to work independently and within a team environment.