Guest Services Agent

What’s the job?

Guest Services Agents (GSA)s are the key point of contact for our guests. They are reliable, highly motivated and multi skilled employees who efficiently make reservations, answer calls/inquiries, provide reception services and food & beverage services throughout the hotel.

They work in close coordination with all employees and outsourced staff in the hotel and are dependable in meeting the needs of our guests throughout their stay.

Your day-to-day:

Financial Returns

• To assist the Guest Services Leader (GSL) in the hotel's revenue growth by leveraging on the company's systems, procedures and business processes.
• Handling Guest check out and billing in an efficient, friendly and hassle free manner.

People

• Promote the Holiday Inn Express ‘one team approach’ and reliable service through daily communication and coordination with all team members.
• Participate in programs that drive improvements in team member engagement and are aligned with the ‘Make Every Interaction Count’ brand service behaviours.

Guest Experience

• Handle guests check-in and out 
• Answer any guests enquires practically and simply in adherence to brand standards.
• Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s.
• Handle cashiering, payment and foreign currency exchange accurately.
• Reliably handle all special needs and requests of guests and repeat visitors.
• Demonstrate Brand Hearted behaviours by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
• Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation.
• Accurately Enter/Update Reservations
• Handle Telephone Enquires efficiently and effectively
• Perform in a self sufficient way in line with business requirements
• Responsible for Priority Club Rewards (PCR) Enrollment & Recognition
• Great Room- Process Guest Food and Beverage Order ,Clear Tables (The Great Room)
• Refresh Food and Beverage in The Great Room
• Meeting room- Set up Meeting Room, Make Tea and Coffee, Clean Meeting Room
• Clean and Organize Guest Areas and Pick up debris throughout Public Areas
• Updating constantly on local knowledge to improve the guest experience.

Responsible Business

• Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the GSL.
• Contribute by participation in compliance with federal, state and local laws and safety regulations

What we need from you

Guest Services Agents will efficiently and effectively create a friendly and efficient guest experience throughout the hotel consistently. They will support the ‘one team’ approach to deliver the Holiday Inn Express brand standards.

• Minimum high school/ secondary education. Fresh graduates who are keen in hospitality are welcomed to apply.
• Great communication skills and basic computer literacy
• A positive and keen to learn attitude
• Must be proficient in written and spoken English and with good communication skills

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow. And because the Holiday Inn Express brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.

So whoever you are, whatever you love doing, bring your passion to the Holiday Inn Express brand and IHG and we’ll make sure you’ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com