Guest Services Officer

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Your day to day

Under the general direction of the Front Office Executive / Supervisor, the Guest Services Officer will be responsible for the operational efficiency of all reception areas during shift and the service delivery of those areas to ensure guests receive a consistent luxury experience. You will be required to coordinate with all other departments within the hotel to ensure that a seamless guest experience is consistently delivered.

Financial Returns

To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize sales

To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members

Maintain comprehensive knowledge of standard reservation procedures

Ensure all charges are correctly posted to guests’ bills following the standard procedures

Deal with cash and credit transactions in accordance with the hotel and company policy and ensure that any discrepancies are reported immediately

Maintain cashier float and ensure accurate daily report of all money received

Be aware of the hotel availability and of every opportunity to maximize room revenue

Works with superior in the operations of the reception desk

Recycles whenever and where-ever possible and enforces cost saving measures

People

Comply with Standard Operating Procedures and guidelines provided by InterContinental Brand Standard Guidelines

Comply with company grooming standards

Communicates to his/her superior any difficulties, guest comments and other relevant information

Attends and participates in daily briefings, training sessions and other meetings as scheduled

Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries

Actively develop positive and effective communication between Front Desk team and all other operational departments

Perform other duties as assigned

Guest Experience

Demonstrate service attributes in accordance with industry expectations and company standards including;

Being attentive to guests

Accurately and promptly fulfilling guests’ requests

Anticipate guests’ needs

Maintain high level of knowledge which affects guest experience

Greet guests at all times in a friendly and helpful manner and attempt to learn and use guests name at every opportunity

Act to guarantee that guests depart from the hotel with a positive impression of the hotel services

Assist guests and bring them to locations within the hotel at their request

Maintain knowledge of special programs and events in the hotel to recognize and respond to guest’s needs

Maintain current Hotel information to be able to provide information to guests

Ensure high recognition of IHG One Rewards and Ambassador Members to achieve optimal scores in HeartBeat program and other Guest Satisfaction surveys

Take personal interest and pride to ensure that the front office and desk area is kept clean and in an orderly state always

Responsible and attend to guests request of using service of safety box at all times

Register all arrivals per established procedures

Anticipate guests needs and to be aware of all written and spoken requests and to carry out these requests in a courteous and helpful manner

Ensure all messages received for guests are passed on accurately and as quickly as possible

Ensure a sound knowledge of the local area and its history, places of interest and ongoing special events.

Ensure all guests receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard Operating Procedures of the hotel

Perform tasks as directed by the supervisor and/or manager in pursuit of the achievement of business goals

Responsible Business

Comply with the Company’s Code of Conduct

Maintenance of security of information relating to guests and colleagues in the hotel

Align self with company values, mission and desired behaviors

Perform correct handling and updating of IHG One Rewards membership in Loyalty Connect and Opera

Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures.

Ensure all security incidents, accidents as near misses are always logged in a timely manner and brought to the attention to the Duty Manager

What we need from you

Vocational studies in Hotel Administration, Hotel Management or equivalent, with 1 year experience in front office / guest services / call centre or related discipline including supervisory experience, 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. Proficient in the use of Microsoft Office and Front Office System. Possesses problem solving and organizational abilities.

What we offer

In return for your hard work, you can look forward to a highly competitive salary and benefits package – including:

5-days work week

Duty Meal

Uniforms/ Laundry Services

Midnight Transportation

Birthday Off

Learning and Development Opportunities

Flexi Benefit

Insurance Coverage

50% F&B discount at Hotel’s selected Restaurant

Special Employee rate at all IHG Hotels worldwide

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow. And because the InterContinental Hotels & Resorts brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.

So whoever you are, whatever you love doing, bring your passion to the InterContinental Hotels & Resorts brand and IHG and we’ll make sure you’ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.