Guest Relations Associate

Job description

Description

About us

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

Your day to day

What’s the job?

You will ensure a consistent and outstanding experience for our guests. You will welcome guests to the hotel and assist them with the check-in process.

Your day-to-day

 

·  Satisfies guest requests in a timely and personable manner.

 

·  Continuously seeks to impress our guests and exceed their expectations.

 

·  Takes pride in service and guest satisfaction.

 

·  Consistently performs in a customer focused manner, where our guests receive prompt attention and personal recognition. Takes ownership of every guest request.

 

·  Escort hotel guests to their rooms explaining all facilities.

 

·  Handle guest complaints.

 

·  Answer guest questions and resolve guest issues.

 

·  Responds to workplace changes with flexibility and optimism.

 

·  Has the ability to remain focused when deadlines, priorities and practices change.
·  Promotes a strong team spirit and open communication within and outside the department.

 

·  Be aware of functions, facilities, promotions and events taking place in the hotel.

 

·  Communicates effectively and assists with all requests and queries.

 

·  Be familiar with all guest rooms to ensure rooms sales are maximized in accordance with selling strategies.

 

·  Process all cashiering transactions in accordance with the Hotel credit policy.

 

·  Responsible for a cash float and ensuring all Accounts procedures are adhered to

 

·  Consistently focuses on selling the premium bedroom product, actively promotes all Hotel facilities (Food & Beverage, Meeting space, Garage, Spa).

 

·  Consistently focusing on key upselling opportunities for our guests including Club InterContinental, InterContinental Ambassador, IHG Rewards Club, bedrooms and breakfast.

 

·  Fully familiar with the Hotel product, facilities and services, marketing promotions and agreements.

 

·  Fully familiar and up to date with all guest recognition programs.

 

·  Competent user of the Property Management System

 

·  Receive, register, check in and out guests according to Hotel and legal requirements and enter guest details into the PMS system.

 

·  Ensures a clean, tidy work area that meets health and safety regulations. Respects rules of hygiene and security as well as the internal procedures.

 

·  Operates and performs in accordance with the hotel and departmental service and Standard Operating Procedures (SOP)

 

·  Communicates effectively with all team members and relevant Hotel departments as required.
What we need from you

·  A genuine desire to consistently create an engaging and luxury atmosphere for all of our guests at every opportunity and interaction with them.

 

·  An engaging and naturally confident personality that seeks to interact with guests and other associates

 

·  The ability to manage conflict, handle and receive negative feedback and at all times being able to maintain a friendly, empathetic demeanor during this high pressure touch points
·  The ability to lead and inspire others, you are a key component to owning the guest’s arrival and departure experience and as a result in your strive for perfection to do this you will need to be prepared to identify and address shortfalls in executing this and make changes to improve it

 

·  The ability to remain focused and committed when timelines, deadlines and priorities change – as we are in the people business the best laid plans will always change and you will need to be able to think on your feet and adapt accordingly

 

·  The ability to demonstrate True Hospitality at every opportunity and fulfil the role as an InterContinental Brand Ambassador.

 

·  To be an effective, efficient and confident communicator across all departments and at any level – we see you as the Guest Experience champion, therefore you have to be able to drive and communicate your passion to anyone, you want an exceptional guest experience and you have to make this known!

 

·  The ability to work as part of a team, hands on, across departments, in other areas and with an approach that you are happy to get involved to get things done

 

·  The ability to demonstrate an approachable open and friendly demeanor at all times, remaining calm under pressure and with the skillset and ability to proactively troubleshoot and offer solutions when necessary, recognizing when to escalate if required.

 

·  To have an open book approach, knowledge is power and it is important that you believe in sharing all of your gathered information and experience across the business so that all of us can benefit from it in order to deliver and to drive an exception guest experience

 

·  Without a doubt you are a motivated, confident, engaged, enthusiastic self-starter passionate about what you do!

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 needs

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

What we offer

Competitive salary, hotel benefits, group benefits ...