Guest Service Agent

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* JOB OVERVIEW:
• 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. 
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

* DUTIES AND RESPONSIBILITIES:
• 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
• Maintains intimate knowledge of departmental standards and 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
• Maintains cashier float and ensures accurate daily report of all money received
• Cashes hotel guest’s personal and travelers checks and assists with currency exchange
• Keeps abreast of all modifications to accounting policies and procedures
• Responsible and attends to guest’s request 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 programs.
• Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
• Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
• Performs the audit balances and prepares all works for audit in an orderly fashion
• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival
• 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
• Maintains exemplary deportment standards of behavior and appearance 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
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Perform any other duties which may be assigned by the management from time to time.

* ACCOUNTABILITY:
Number of employees supervised:
Direct      N.A.
Indirect      N.A.
Annual Operating Profit/Payroll Budget:
• N.A.
Key Metrics:
• Completion of assigned tasks
Decision Making Responsibilities (Decision Rights):
• Within the authority as assigned for Hotel Band 9 role

* QUALIFICATIONS AND REQUIREMENTS:
Required Skills:
• 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
Qualifications:
• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
Experience:
• 1 year experience in guest / customer service, or an equivalent combination of education and experience. 

* KEY RELATIONSHIPS:
Key Internal Relationships:
• Hotel Employees
Key External Relationships:
• 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.

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