GUEST SERVICE AGENT

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.Each of our hotels cultivates a distinctive style and ambiance where we embrace every opportunity to give our guests a personal and enriching experience.If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.What’s the Job?The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Service Agent, you’ll not only be the person they rely on to handle transactions, offer local insights, and anticipate every detail of a friction-free experience. You’ll also create a warm atmosphere that makes our guests feel at home in any location.Your day-to-dayAlways know what events and activities are on the day’s schedule, according to shift briefings.Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions, and concerns.Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.Monitors all calls that are in queue and answers appropriately.Knows check-in and check-out guests from Opera, via telephone & email requests.Completes the beginning and ending shift duties that include; upkeep of cashier float, shift reports, and any other daily, weekly, and monthly reports required by management.Cash hotel guest’s personal and travelers checks and assists with currency exchangeKnowledgeable about the software including but not limited to, Property Management System (Opera) & electronic devices (paging systems).Logs all guest complaints into the Problem Tracker and adds to guest profile for future reference.Maintain a comprehensive knowledge of InterContinental facilities and services to assist guests and aid in selling or up-selling Hotel services; as well as all special promotion procedures, for programs such as Seasonal Packages, & Intercontinental Hotels Group Loyalty programs.Demonstrate awareness and understanding of Workplace Health and Safety policies and procedures, including Safety, Rehabilitation, Fire Emergency, and Evacuation procedures.What We Need From YouGuests will need to come to you with concerns as well as compliments; you will be warm, welcoming, and easy to talk to.You will need problem-solving skills to turn issues into opportunities, so every guest leaves with great memories.Ideally, you will have spent at least one year in a front desk or guest service position.Ability to manage multiple tasks and conflicting deadlines.Fluent in Spanish & English; extra language skills would be great.Opera knowledge will be highly valuable.Flexibility to work a range of hours, which includes but is not limited to afternoons, evenings & public holidays.What To Expect From UsCompetitive salary.Discounted international room rates.Employee recognition programs.Training programs and access to IHG’s training tool.Meals whilst on duty.Uniform and laundry service.At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognized, and respected – wherever they are in the world. Want to be part of the journey?