Guest Experience Agent

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.