Guest Services Officer

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the Inter Continental® 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.

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.

• 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

• Comply with Standard Operating Procedures and guidelines provided by Inter Continental 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

• 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 Heart Beat 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

• Regist…