Job description

About Us 

At InterContinental Hotels & Resorts our role is to put the glamour into international travel. That is where you come in. When you are part of the InterContinental Hotels & Resorts brand you are more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Join us as a Guest Relations Officer. You will have ambition, talent and obviously, some key skills. Because, for this vital role, were looking for someone who: - has Sense of hospitality - has prior work experience in hotel operational departments - has proven track record successful administration - has the ability to handle guest complaints with a smile - has great interpersonal skills.

Your day to day 

Plan and co-ordinate the provision of friendly, efficient services to guests

Schedule activities for guests

Plan and co-ordinate all promotional activities targeting clients

Trace relevant statistics about clients

Co-ordinate and supervise all activities for guests

Assist with check-ins/check-outs of clients

Greet Guests upon arrival

Cover guest relations desk

Assist guests with airline bookings and reconfirmation’s

Assist all departments in being receptive to the needs of guests

Attend recreation activities when necessary

Plan and conduct group and function rundown meetings

Assist in any other duties when required by the Guest Relations Manager

Assist with translations (information; guest directory; menus etc) as required 

Provide feedback from Guests to Front Office Manager for action

People:

• Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments

  
  

• Communicate well to ensure effective shift hand-overs

  
  

• Actively participate in organized meetings

  
  

• Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication

  
  

Guest experience:

• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.

  
  

• Anticipate guest needs, handle guest enquires, and solve problems

  
  

• Create a positive hotel image in every interaction with internal and external customers

  
  

• Adhere to hotel brand standards

  
  

• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests

  
  

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

  
  

• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs

  
  

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

  
  

Responsible business:

• Strive for constant improvement and take responsibility for your own performance 

  
  

• Adhere to InterContinental Hotel Group Corporate Code of Conduct

  
  

• Adhere to Hotel Handbook and general policies and procedures

  
  

• Adhere to Front Office Policies and Procedures

  
  

• Report problems to Management with suggestions for resolution

  
  

What we need from you

Minimum 1 years' experience in a hotel front office department preferably

Fresh graduates are welcomed. 

Excellent customer relations, problem solving and time management skills

Working knowledge of hotel property management systems such as Opera.

University graduate

Excellent communication skills

Excellent command of English language

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. 

So, join us and you’ll become part of our ever-growing global family.