Guest Services Agent

Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.
- Assist guests with check-in and check-out processes efficiently and accurately.
- Provide information about hotel amenities, services, and local attractions to enhance the guest experience.
- Up-sell products and special promotions as needed.
- Handle guest inquiries and resolve complaints or issues in a professional and timely manner.
- Maintain accurate guest records and update information in the hotel management system.
- Coordinate with other hotel departments to ensure guest requests and special requirements are met promptly.
- Manage room reservations, including making new reservations, modifying existing bookings, and processing cancellations.
- Process payments, collect and record guest information, and maintain confidentiality of all guest data.
- Ensure the lobby, front desk area, and common areas are clean, organized, and presentable at all times.
- Anticipate and respond to guests' needs and requests to enhance their overall satisfaction.
- Assist guests with transportation, dining, and entertainment arrangements.
- Maintain a working knowledge of hotel policies, procedures, and safety protocols.
- Complete required daily checklist items with set timeframes.
- Handle cash and credit transactions accurately and efficiently.

**What we need from you**
- Previous experience in a similar role, preferably in a hotel or hospitality environment would be advantageous.
- Strong numerical and analytical skills, with attention to detail and accuracy in financial transactions.
- Excellent interpersonal and communication skills to interact effectively with guests and colleagues.
- Proficient computer skills, including experience with property management systems and accounting software.
- Ability to work independently and make sound decisions, even in high-pressure situations.
- Strong organizational and time management skills to prioritize tasks effectively.
- Flexibility to work overnight shifts, weekends, and holidays as required

**How do I deliver this?**

**We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG**®** hotels.**

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

**True Attitude**:being caring, wanting to make a positive difference, and building genuine connections with guests

**True Confidence**: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

**True Listening**: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

**True Responsiveness**: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

**What we offer**
- At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law_

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.