Guest Services Agent

JOB OVERVIEW

Responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, cashiering, foreign exchange and assisting them with inquiries.

At Holiday Inn® we want our guests to relax and be themselves which means we need team members to:

 - Be you – by being natural, professional and personable in the way you are with people

• Get ready – by taking notice and using your knowledge so that you are prepared for anything

• Show you care – by being thoughtful in the way you welcome and connect with guests

• Take action – by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Maintains cashier float and ensures accurate daily report of all money received
• Performs the audit balances and prepares all works for audit in an orderly fashion
• Upsell established upsell packages to guests to improve the Hotel’s RevPAR and Total Revenue

PEOPLE:

• Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.

GUEST EXPERIENCE:

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
• Registers and rooms all arrivals according to established procedures
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• Cashes hotel guest’s personal and travelers checks and assists with currency exchange
• Responsible and attends to guests’ requests of using the service of safety box at all times
• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty program (IHG Rewards Club)
• Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she is unable to assist
• Is familiar with other properties within InterContinental Hotels Group so that guest indicating any next destination on the registration card can be “sold” an onward booking to another hotel within InterContinental Hotels Group brands
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems
• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival

RESPONSIBLE BUSINESS:

• Maintains intimate knowledge of departmental standards and procedures
• Keeps abreast of all modifications to accounting policies and procedures
• Maintains exemplary deportment standards of behavior and attitude as expected in a IHG Brand
• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
• Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements

ACCOUNTABILITY

Under the general direction of the Rooms Division Manager 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 such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries.  You will also help to create a desired work culture around our Winning Ways of the InterContinental Hotels Group and embrace the IHG Commitment.

QUALIFICATIONS AND REQUIREMENTS

High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent, with 1 year’s experience in guest / customer service, or an equivalent combination of education and experience.

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Able to read and write English. Proficient in the use of Microsoft Office and Front Office System.