Guest Service Agent

IHG Hotels & Resorts

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.The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains. An exceptional destination where Arabian hospitality meets luxury. With 190 rooms, indoor & outdoor event space, restaurants & bar. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star resort presence.What's your passion? Whether you're into knitting, kite flying or karaoke, at IHG we're interested in YOU! We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great brands guests love. And we're looking for more people like this to join our dynamic & committed team at the InterContinental Fujairah Resort.Your Day to Day:The Guest Service Agent is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they ve made the right choice to stay with us. To deliver a great guest experience a Guest Service Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.Some of your main role responsibilities are:Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests Check guests in, issue room keys, provide information on hotel services and room locationEnsure required identification is taken from guests at check-in in line with local legislative requirementsAnswer phones in a prompt and courteous mannerUp-sell rooms where possible to maximize hotel revenueAnswer, record and process all guest calls, messages, requests, preferences, questions or concernsCheck guests out, including resolving any late or disputed chargesAccurately process all cash and credit card transactions using established proceduresIssue, control and release guest safe-deposit boxes in line with hotel procedureCommunicate any outstanding guest requests or issues to management that may require additional monitoring or follow-upTake action to solve guest problems/complaints using appropriate service recovery guidelinesFollow 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 dutyMay 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 changesWork as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and serviceTo have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members.To be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling Revenue Ensure that all charges are correctly posted to the guests bills following the standard procedures.Comply in maintaining security of information relating to customers and colleagues in the hotel.Comply with discretionary information keepingAlign self with the company values, mission and desired behaviors.Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation proceduresEnsure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager. Ideally, you'll have some or all of the following competencies and experience we're looking for:High School diploma /Secondary qualification or equivalent. One year front desk/guest service experience strongly preferred. Proficiency in Opera is preferred but not essential.Fluency in English, Russian and other languages preferred. In return, we offer competitive pay and benefits, and a chance to work with a great team of talented people.