Guest Relations Agent

DUTIES AND RESPONSIBILITIES: 

• Greet VIP guests and conduct special check-in and check-out services for these guests.  Communicate with Front Office about arriving VIP guests and communicate any changes needed for their stay in a timely and accurate manner.
• Identify return guests and VIP’s in advance. Assign premium guest rooms and coordinate closely with other departments to forward relevant information.
• Deliver and/or coordinate the delivery of services and/or amenities (such as flowers) to VIP guests.   Collect and provide comprehensive information and coordinate VIP and/or IHG One Rewards guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest.  Coordinate and/or confirm reservations as needed.
• Respond appropriately to guest requests and complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.  Log all guest complaints or concerns, coordinate the dispatch of work orders to the appropriate department and staff, and escalate appropriate issues to management.
• May provide assistance with florists, couriers, mail services, rental of small business machines, international calls, etc. for assigned guests.
• Perform other duties as assigned.

What we need from you:

Qualifications and Requirements:

High School diploma or equivalent and 1 year of guest/customer service experience. Hotel experience and some college preferred.  Must speak fluent English.  Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up or moving within the facility
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Bending, stooping, kneeling

Other:

• Communication skills are utilized a significant amount of time when interacting with others; guests and third parties.
• Reading and writing abilities are utilized often when compiling departmental records, or guest registration and reservation information.
• Basic mathematical skills are used frequently. 
• May be required to work nights, weekends, and/or holidays.

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?