Guest Experience Agent Full-time Job

Your day to day

Under the general direction of the Front Office Manager and within the limits of the established InterContinental Hotels Group and local policies and procedures, responsible to liaise between operational departments to ensure that guest preferences are met and exceeded.

Responsible for all activities relevant to the Front Office department such as VIP relations, rooming of guests, assisting with show rounds to achieve the highest possible guest satisfaction to current and future VIPs.

Ensures maximum interaction is achieved with Hotel Guests, specifically VIPs, and that Loyalty card holders are recognized as per their status and receiving special treatment

Present in the lobby, ensures each and every guest is greeted with a smile.

Welcome and hospitality to all guests passing through the lobby

Escorts guests to the rooms respecting hotel policy and procedures

Performs daily courtesy calls upon arrival, pre/post stay, IHG Rewards Club and Ambassador Guests as well as Return Guest following complaints to give special recognition and follow up.

Ensure that all customers’ queries, special requests and complaints are handled in a polite, efficient manner while maintaining a consistent high level of customer service. Refers problems to supervisor if unable to assist.

Update all Guest Profiles with preferences, and maintain efficient, up to date Guest Profile database in PMS, as well as regular guest history log

Review arrival lists for all arrivals and VIP’s to gain knowledge of guest’s profile and history

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.

What We Need From You

Ideally, you have 1-2 years of similar or relative experience in a 4 or 5 star hotel.

Excellent English communication skills and well-versed in hotel systems.

Amenable for working rotating shifts.

About IHG®IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global hospitality company, with a purpose to provide True Hospitality for Good.With a family of 18 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,000 open hotels in over 100 countries, and more than 1,900 in the development pipeline.Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent Hotels & Resorts, InterContinental Hotels & Resorts, Vignette Collection, Kimpton Hotels & Restaurants, Hotel IndigoPremium: voco hotels, HUALUXE Hotels & Resorts, Crowne Plaza Hotels & Resorts, EVEN HotelsEssentials: Holiday Inn Hotels & Resorts, Holiday Inn Express, avid hotelsSuites: Atwell Suites, Staybridge Suites, Holiday Inn Club Vacations, Candlewood SuitesExclusive Partners: Iberostar Beachfront ResortsInterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales. Approximately 345,000 people work across IHG's hotels and corporate offices globally.Visit us online for more about our hotels and reservations and IHG One Rewards. To download the new IHG One Rewards app, visit the Apple App or Google Play stores.