Club InterContinental Agent

Front of House
Job Role:
Front Office Agent
Staff- Line level
United Arab Emirates (UAE)
Salary Description:
Intercontinental Hotels Group (IHG)
Job Ref:

At InterContinental Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing your expertise and passion to any one of our brands, you will help us achieve our vision : to be the most preferred, admired and successful hotel company the world over.

Job overview

Under the general direction of the Guest Relations/Club Lounge Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, r esponsible to liaise between other operational departments to ensure that Guest Preferences are met and exceeded. Responsible for all activities relevant to the Club InterContinental such as VIP relations, rooming of guests, assisting with show rounds to achieve the highest possible guest satisfaction, while maintaining a solid relationship with the F&B and Kitchen team to ensure optimal guest experience.

Ensures maximum interaction is achieved with all hotel guests, specifically guests having access to the Club Intercontinental, V.I.Ps, and that Loyalty card holders are recognized as per their status and receiving special treatment.

Duties and Responsibilities


• Promote Inter-hotel sales, in house facilities and Food & Beverage outlets.
• To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize hotel sales.
• To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members.
• Maintain comprehensive knowledge of standard reservation procedures.
• Ensure that all charges are correctly posted to the guests bills following the standard procedures.
• Deal with cash, check and credit transactions in accordance with the hotel and company policy, and ensure that any discrepancies are reported immediately.
• Maintain cashier float and ensure accurate daily report of all money received.
• Be aware of the hotel availability and of every opportunity to maximize room revenue.
• Adhere to company credit policies to ensure that all revenue expected is received.
• To be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling Revenue.
• Recycle whenever and wherever possible and enforce cost saving measures where appropriate specifically on stationary and hotel collateral material
• Manage Food & Beverage orders in an efficient manner, prepare forecast that are pro actively communicated to the Kitchen Team.

• Comply with hotel rules and regulations and provisions contained in the Employee Handbook.
• Comply with the company grooming standards
• Comply with Time and Attendance Policies.
• Actively participate in training and development programs and maximize opportunities for self development.
• Actively develop positive and effective communication between Club InterContinental team and all other operational departments.
• Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries.
• Replace colleagues at Guest Relations or Front Desk when necessary
• Supervise and assist CID agents when necessary
• Attend and actively participate in Team Briefings and departmental meetings

• Demonstrate service attributes in accordance with industry expectations and company standards including:

• Being attentive to Guests;
• Accurately and promptly fulfilling Guests requests;
• Anticipate Guests needs;
• Maintain a high level of knowledge which affects the Guest experience;
• Demonstrating a 'service' attitude;

• Greet guests at all times in a friendly and helpful manner and attempt to learn and use guests' name at every opportunity.
• Take action so as to guarantee that guests depart from the hotel with a positive impression of hotel services.
• Attend to guests' inquiries and requests, refer problems to Supervisor if he/she unable to assist.
• Take personal interest and pride to ensure that the Club InterContinental Front and Back office areas are kept clean and in an orderly state at all times.
• Handle Group Check In when necessary.
• Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys.
• Ensure maximum involvement in the HeartBeat program in order to obtain higher results.
• Responsible and attends to guest's request of using the service of safety box at all times as well as Business Centre requests
• Is fully aware of restaurant operating hours and specials / Spa facilities and services as well as other recreation options.
• Register all arrivals according to established procedures.
• Anticipate guests' needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner.
• Ensure all messages received for guests are passed on accurately and as quickly as possible.
• Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable on where further information can be obtained.
• Ensure all customers receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard of Operations Procedures of the hotel.
• Perform tasks as directed by the Manager in pursuit of the achievement of business goals.
• Actively participate in putting forward creative ideas to enhance Club InterContinental experience (Variety of F&B offer…etc)
• Is knowledgeable about the different software programs utilized in the Guest Services Department including but not limited to Property Management System, Work Order and Glitch report system and electronic devices (paging system), etc

• Comply with the Company's Code of Conduct.
• Comply in maintaining security of information relating to customers and colleagues in the hotel.
• Comply with discretionary information keeping
• Align self with the company values, mission and desired behaviors.
• Perform correct handling and updating of IHG Rewards Club Membership in Loyalty Connect and Opera.
• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager.
• Must follow CID rules and to cover CID role as directed by the Manager.

• Comply with the Company's Code of Conduct.
• Comply with discretionary information keeping
• Align self with the company values, mission and desired behaviors.
Do you have what it takes to be a leader in the world's most global hotel company?

If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.<br><br> Ideally, the candidate must possess previous work experience in a Front Office environment or equivalent. Is a team player and have strong verbal and communication skills. He/She must be customer oriented and is flexible to work in various shift.

Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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