Guest Service Agent (Reception/Club Lounge)

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests     

Check guests in, issue room keys, provide information on hotel services and room location 

Ensure required identification is taken from guests at check-in in line with local legislative requirements 

Answer phones in a prompt and courteous manner 

Up-sell rooms where possible to maximize hotel revenue 

Answer, record and process all guest calls, messages, requests, questions or concerns 

Record guest preferences in the system 

Check guests out, including resolving any late or disputed charges 

Accurately process all cash and credit card transactions using established procedures 

Issue, control and release guest safe-deposit boxes in line with hotel procedures 

Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up 

Take action to solve guest problems/ complaints using appropriate service recovery guidelines 

Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty 

May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions and information updates on changes 

Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service 

Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.