Delivering Exceptional Guest Experiences
We are seeking a highly skilled and customer-focused Guest Service Agent to join our team. As the first point of contact for our guests, you will be responsible for providing a seamless and personalized experience.
Key Responsibilities:
1. Guest Services:
* Greet guests with a warm welcome and assist with check-in/check-out
* Handle guest queries and requests in a timely and efficient manner
* Provide information on hotel services and local attractions
* Recognize IHG Rewards Club Members and VIPs and offer exceptional service throughout their stay
2. Revenue Generation:
* Upsell rooms and hotel services to maximize revenue
* Meet monthly IHG Rewards Club enrolment targets
* Maintain accuracy in cashiering transactions and adhere to cash security procedures
3. Operational Duties:
* Ensure cleanliness in front and back-of-house areas
* Maintain hotel security, including key management and stock control
* Support the Emergency Response Team and follow hotel safety protocols
* Promote teamwork through effective communication with other departments
* Participate in training sessions and complete all necessary pre/post-course work
* Assist with deliveries and luggage handling (up to 30kg) as required
4. Guest Satisfaction:
* Follow up on guest concerns and resolve any issues promptly
* Provide high-quality food and beverage service, ensuring consistency
* Ensure guests depart with a positive impression of the hotel