Guest Service Agent at InterContinental Fujairah Resort InterContinental

Your Day to Day:

The Guest Service Agent is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they ve made the right choice to stay with us. To deliver a great guest experience a Guest Service Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.

Some of your main role responsibilities are:

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests
• Check guests in, issue room keys, provide information on hotel services and room location
• Ensure required identification is taken from guests at check-in in line with local legislative requirements
• Answer phones in a prompt and courteous manner
• Up-sell rooms where possible to maximize hotel revenue
• Answer, record and process all guest calls, messages, requests, preferences, questions or concerns
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions using established procedures
• Issue, control and release guest safe-deposit boxes in line with hotel procedure
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Take action to solve guest problems/complaints using appropriate service recovery guidelines
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
• May routinely book guest reservations for individuals and/or groups that are requested either by
• phone or from within the hotel; process cancellations, revisions, and information updates on changes
• Work as part of a team and communicate with other departments as per hotel procedures to ensure
• excellent quality and service
• To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members.
• To be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling Revenue
• Ensure that all charges are correctly posted to the guests bills following the standard procedures.
• 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.
• 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.