Guest Service Associate - Front Office

Front of House
Job Role:
Guest Relations Officer
Staff- Line level
Salary Description:
Intercontinental Hotels Group (IHG)
Job Ref:

About us
At Holiday Inn Express & Suites Bengaluru Racecourse we want our guests to relax and be themselves which means we need you to:

•Be you by being natural, professional and personable in the way you are with people
•Get ready by taking notice and using your knowledge so that you are prepared for anything
•Show you care by being thoughtful in the way you welcome and connect with guests
•Take action by showing initiative, taking ownership and going the extra mile
Your day to day

• Check guests in, issue room keys, provide information on hotel services and room location
•Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Member and also returning guests 
• Ensure required identification is taken from guests at check-in in line with local legislative requirements
• Answer phones in a prompt and courteous manner
• Up-sell rooms where possible to maximise hotel revenue
• Answer, record and process all guest calls, messages, requests, questions or concerns
• Record guest preferences in the system
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions using established procedures
• Issue, control and release guest safe-deposit boxes in line with hotel procedures
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Take action to solve guest problems/complaints using appropriate service recovery guidelines
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
•May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
•Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
•Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints requests/information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem solving, reasoning, motivating and training abilities are often used
• Have the ability to work a flexible schedule including nights, weekends and/or holidays
What we need from you
High School diploma /Secondary qualification or equivalent.  One year front desk/guest service experience strongly preferred. Proficiency in Opera/Fidelio is preferred but not essential. Some college/university preferred. Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel<br><br>${descr2}

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

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