Job Description

Your day to day:

• Bills call costs to relevant room folios.

• Maintains Hotel Information and up to date product knowledge, hotel promotions/packages, daily and future events information on hand.

• Pages staff member when requested.

• Report on logbook daily.

• Liaises with internal stakeholders for the arrangement and preparation of guests requests.

• Process all incoming and outgoing calls accurately and courteously.

• Accurately records and controls wake up calls.

• Records all entries on traffic sheets.

• Assists guests with international calls and directory queries.

• Calls guests by name whenever possible.

• Handles guest’s needs or requests and reports complaints to the Guest Service Centre Supervisor / Guest Services Manager.

• Aware of local telephone listings and frequently dialed numbers.

• Attends to all guest queries and requests promptly.

• All relevant hotel safety guidelines and procedures outlined in the employee handbook or training documentation have to be followed at all times.

• Abides by principles of guest privacy as per Policy and Procedures.

• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations.

• Advises defects on switchboard equipment to Supervisor.

• Maintains a clean work environment.

• Maintains detailed knowledge of the Hotel’s fire, life and safety system.

• Assist in down time reports and handling.

• Maintains detailed knowledge on the Emergency Response Team and workings of the Guest Service Center in this regard.

What we need from you:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Proficient in the use of Microsoft Office and Front Office System
• Problem solving and organizational abilities
• Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
• 1 years’ experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.

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

• 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:

We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training.

Join us and you’ll become part of the family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit https://careers.ihg.com/en/ to find out more about us.

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.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?