Guest Experience Agent

Role Overview

Guest Experience Agent at IHG Hotels and Resorts. This role delivers exceptional front desk service, creating memorable first impressions and seamless guest experiences from arrival to departure.

Role Purpose

To welcome guests with warmth and professionalism, manage check-in and check-out processes efficiently, process transactions accurately, and anticipate guest needs by offering tailored recommendations and resolving issues promptly.

Key Responsibilities

Guest Welcome and Recognition

• Deliver memorable guest experiences with warm, welcoming greetings.
• Acknowledge IHG Rewards Club members and returning guests in person or over the phone.
• Serve as guests' trusted contact for concerns, compliments, bill issues, and service requests.

Check-In and Check-Out Operations

• Manage check-in and check-out processes to ensure they feel swift and seamless.
• Anticipate guest needs one step ahead and offer tailored recommendations.

Transactions and Payments

• Take, manage, and receive payments for guest bookings.

Guest Services

• Help guests with a wide range of requests, from bill issues to restaurant recommendations.

Skills & Competencies

• Strong communication skills for engaging with guests about concerns and compliments.
• Problem-solving ability to turn issues into opportunities.
• Fluency in local language required; additional language skills preferred but not essential.
• Reading, writing, and basic mathematics literacy.
• Computer skills and tech-savvy aptitude.

Additional Information

• Competitive salary.
• Full uniform provided.
• Room discounts available.
• Comprehensive training.
• IHG myWellbeing framework supporting health, lifestyle, and workplace wellbeing.
• Equal employment opportunities provided without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
• Inclusive, collaborative work environment celebrating difference and encouraging employees to bring their whole selves to work.