Guest Experience Agent

Role Overview

Guest Experience Agent at IHG Hotels and Resorts. The role creates memorable first impressions for guests through seamless transactions, exceptional local insights, and anticipated service.

Role Purpose

To deliver unforgettable guest experiences by providing warm welcomes, managing bookings and payments, facilitating swift check-in and check-out processes, and serving as guests' trusted contact for all inquiries and requests.

Key Responsibilities

Guest Welcome & Recognition

• Deliver memorable guest experiences with warm, welcoming service.
• Acknowledge IHG Rewards Club members and returning guests in person or over the phone.

Reservations & Financial Management

• Take, manage, and receive payments for guest bookings.
• Resolve bill issues and payment concerns.

Check-In & Check-Out Operations

• Make the check-in and check-out process swift and seamless.

Guest Support & Anticipation

• Stay one step ahead of guest needs to anticipate requests.
• Offer tailored recommendations based on guest preferences.
• Serve as guests' trusted contact for inquiries ranging from billing to restaurant recommendations.

Problem Resolution

• Turn issues into opportunities through problem-solving skills.
• Ensure every guest leaves with great memories.

Skills & Competencies

• Strong communication skills to receive concerns and compliments from guests.
• Problem-solving ability to resolve issues and enhance guest satisfaction.
• Fluency in the local language; additional language skills preferred but not essential.
• Literacy and numeracy; proficiency in reading, writing, and basic mathematics.
• Computer skills and technical aptitude.

Additional Information

• Competitive salary commensurate with experience.
• Full uniform provided.
• Impressive room discounts.
• World-class training and development.
• Comprehensive wellbeing support through the myWellbeing framework covering health, lifestyle, and workplace.
• Inclusive workplace culture celebrating diversity and encouraging employees to bring their whole selves to work.
• Equal employment opportunity employer.