Guest Service Excellence
Welcome guests warmly and ensure smooth check-in and check-out processes in accordance with IHG standards.
Anticipate guest needs and proactively offer assistance to create memorable experiences.
Manage guest requests, complaints, and feedback efficiently, ensuring timely follow-up and resolution.
Coordinate with other departments (Housekeeping, Food & Beverage, Engineering, Security, etc.) to ensure guest satisfaction.
Recognize IHG One Rewards members and deliver the appropriate benefits and recognition for each membership tier.
Guest Experience & Engagement
Conduct guest room inspections, welcome calls, and departure calls for key guests and loyalty members.
Monitor guest satisfaction through Medallia and respond to online feedback or guest surveys in coordination with the Guest Experience Manager.
Support the implementation of brand initiatives like “Crowne Meetings Director”, “WorkLife Rooms”, and “IHG Way of Clean” to uphold the brand promise.
Assist with surprise and delight moments, VIP amenities, and special occasion arrangements.
Administrative & Operational Duties
Maintain accurate guest profiles and preferences in Opera PMS for future reference.
Prepare and maintain daily guest arrival and departure reports, highlighting VIPs, long-stay, and repeat guests.
Ensure the lobby, front desk, and guest areas are always tidy and welcoming.
Handle cash and credit transactions accurately following hotel policies.
Support in organizing guest engagement activities and feedback sessions.
Qualifications & Experience
Bachelor’s degree / Diploma in Hospitality Management or related field.
Minimum 1–2 years of experience in Front Office / Guest Relations in service industry.
IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global hospitality company, with a purpose to provide True Hospitality for Good.
With a family of 19 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,300 open hotels in more than 100 countries, and a development pipeline of over 2,000 properties.
Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent Hotels & Resorts, InterContinental Hotels & Resorts, Vignette Collection, Kimpton Hotels & Restaurants, Hotel Indigo
Premium: voco hotels, HUALUXE Hotels & Resorts, Crowne Plaza Hotels & Resorts, EVEN Hotels
Essentials: Holiday Inn Express, Holiday Inn Hotels & Resorts, Garner hotels, avid hotels
Suites: Atwell Suites, Staybridge Suites, Holiday Inn Club Vacations, Candlewood Suites
Exclusive Partners: Iberostar Beachfront Resorts
InterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales. Approximately 345,000 people work across IHG's hotels and corporate offices globally.
Visit us online for more about our hotels and reservations and IHG One Rewards. To download the IHG One Rewards app, visit the Apple App or Google Play stores.
