Guest Service Agent (Reception/Club Lounge)

Key Responsibilities:

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

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

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

4. Answer phones in a prompt and courteous manner.

5. Up-sell rooms where possible to maximize hotel revenue.

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

7. Record guest preferences in the system.

8. Check guests out, including resolving any late or disputed charges.

9. Accurately process all cash and credit card transactions using established procedures.

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

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

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

13. 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.

14. 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.

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

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