103 Guest Services jobs in Egypt

Guest Relations Agent

A Guest Relations Team Member engages with our VIP Guests throughout the entire hospitality experience. From check-in to check-out, the Guest Relations Team is always prepared to respond to VIP Guest requests at concierge, during promotional activities, and more.

**What will I be doing?**

As a Guest Relations Team Member, you will serve on the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Relations Team Member truly influences the first impressions of our VIP Guests and, therefore, is responsible for performing the following tasks to the highest standards:

- Check the guest arrival reports in advance of VIP Guest check-in and coordinate with Housekeeping on room allocations for VIP guests
- Be responsible for special room assignments and suite occupancies
- Welcome and fulfill the check-in process of VIP Guests, including serving as an escort to the Executive Lounge and VIP Guest room
- Ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival
- Manage the Guest Relations Desk in the hotel lobby
- Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements
- Maintain the inventory of Guest amenities
- Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events

**What are we looking for?**
Guest Relations Team Members serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

- Calm, efficient, and organized with great attention to detail
- Excellent personal presentation and communication skills
- A passion for delivering exceptional levels of Guest service
- Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
- Computer literate and able to navigate through Company systems
- Professional manner with an emphasis on hospitality and guest service
- Guest relations experience in the hotel, leisure, and/or entertainment sectors
- Proven ability to listen and respond to demanding Guest needs
- Conflict resolution experience
- Cash handling experience

**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.
**What will I be doing?**
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
+ Meet, greet and direct Guests who enter the lobby area
+ Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
+ Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
+ Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
+ Manage, record and resolve promptly Guest or customer complaints
+ Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
+ Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
+ Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
+ Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
+ Maintain good communication and work relationships in all hotel areas
+ Maintain staffing levels to meet business demands
+ Attend all Reception meetings and Executive Lounge Meetings
+ Comply with hotel security, fire regulations and all health and safety legislation
+ Act in accordance with policies and procedures when working with front of house equipment and property management systems
+ Assist with other departments, as necessary
**What are we looking for?**
Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
+ Previous managerial experience in a customer service function
+ An ability to listen and respond to demanding Guest needs
+ Excellent leadership, interpersonal and communication skills
+ Accountable and resilient
+ Commitment to delivering a high level of customer service
+ Ability to work under pressure
+ Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
+ Previous experience in a customer service function or a similar role
+ A passion for delivering an exceptional level of Guest service
+ High level of IT proficiency
**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands ( . Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Guest Relations Manager_
**Location:** _null_
**Requisition ID:** _HOT0BNT7_
**EOE/AA/Disabled/Veterans**

AGuest Relations Officerengages with our VIP Guests throughout the entire hospitality experience. From check-in to check-out, the Guest Relations Team is always prepared to respond to VIP Guest requests at concierge, during promotional activities, and more.
**What will I be doing?**
As aGuest Relations Officer, you will serve on the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Relations Team Member truly influences the first impressions of our VIP Guests and, therefore, is responsible for performing the following tasks to the highest standards:
+ Check the guest arrival reports in advance of VIP Guest check-in and coordinate with Housekeeping on room allocations for VIP guests
+ Be responsible for special room assignments and suite occupancies
+ Welcome and fulfill the check-in process of VIP Guests, including serving as an escort to the Executive Lounge and VIP Guest room
+ Ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival
+ Manage the Guest Relations Desk in the hotel lobby
+ Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements
+ Maintain the inventory of Guest amenities
+ Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
**What are we looking for?**
Guest Relations Officerserving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
+ Calm, efficient, and organized with great attention to detail
+ Excellent personal presentation and communication skills
+ A passion for delivering exceptional levels of Guest service
+ Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
+ Computer literate and able to navigate through Company systems
+ Professional manner with an emphasis on hospitality and guest service
+ Guest relations experience in the hotel, leisure, and/or entertainment sectors
+ Proven ability to listen and respond to demanding Guest needs
+ Conflict resolution experience
+ Cash handling experience
**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands ( . Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Guest Relations Officer_
**Location:** _null_
**Requisition ID:** _HOT0BP9E_
**EOE/AA/Disabled/Veterans**

**Company Description**
"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"
- Closely deal with all requests, problems and needs of guests staying at Rixos Hotels Egypt and find solutions to problems, focusing on guest satisfaction.
- Listen attentively to guests to get an effective customer-oriented perspective and handle complaints properly.
- Handle guest complaints and find solutions. Report any problems that take time to solve to his/her direct manager and follow-up on the matter.
- Greet guests that will check-in at the reception in coordination with the Front Office Department and, if possible, accompany the guests to their room and call them during the day to ask for any needs they may have.
- Make “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.
- Write down any comments, requests, suggestions and complaints received from guests during the day into the “Through Our Guests’ Eyes” report together with their answers and actions.
- Identify the special days of guests such as birthdays, wedding anniversaries etc., make the necessary organization together with the related departments and monitor the organization.
- Work in coordination with all departments and ensure the flow of necessary information.
- Take all special orders from guests such as birthday cakes, flowers etc., inform the necessary departments and ensure that the order is delivered to the guest.
- Ensure that requests for a babysitter, plane or coach ticket, restaurant reservation, medication etc. placed by guests are met as soon as possible.
- Follow the VIP procedures and greet VIP guests and bid them farewell.
- Walk agency representatives and potential guests around the facility.
- Prepare written documents for activities to be announced to guests. Ensure that these documents are distributed to guest rooms with the help of the related departments.
- Handle guest requests for the A la Carte restaurants and fill out a reservation form for each A la Carte restaurant and inform the F&B Department.
- Observe the overall guest satisfaction during the activities and in the areas throughout the day and report to the Guest Relations Manager/Supervisor about the atmosphere.
- Have detailed knowledge of all physical features of the facility as well as all activities/services offered at the facility.
- Support hotel sales. Is authorised to sell charged services.
- Take part in the Emergency Response Teams.
- Keep any items that guests lose in the facility or forget in their room when checking out.
- Deliver any lost and found to guests still at the hotel or send them by mail.
- Respond to guest inquiry forms and all written suggestions, complaints etc.
- Provide guidance to guests for any diseases or health problems that guests may encounter and, if necessary, call a doctor and an ambulance. Monitor and report the incident to the Guest Relations Manager.
- Be open to all developments related to the profession. Closely keep track of the developments so as to contribute to finding solutions.
- Take part in training programs and departmental internal communication meetings.
- Due to being in direct contact with guests, must always look clean, neat and fresh.
- To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).
- To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving energy. To predict effects of environment and efficiency of energy on purchased equipment.
- To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment and lead to staffs.
- Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities.
- Carry out all other duties assigned by managers and hotel management not specified in the job description.

**Qualifications**
- ** Education**:At least a high school diploma.
- ** Experience**:At least 2 years of experience in the industry.
- ** Foreign Language**:Proficiency in English to

Guest Relations (Russian Speaker)

A Guest Relations Team Member engages with our VIP Guests throughout the entire hospitality experience. From check-in to check-out, the Guest Relations Team is always prepared to respond to VIP Guest requests at concierge, during promotional activities, and more.

**What will I be doing?**

As a Guest Relations Team Member, you will serve on the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Relations Team Member truly influences the first impressions of our VIP Guests and, therefore, is responsible for performing the following tasks to the highest standards:

- Check the guest arrival reports in advance of VIP Guest check-in and coordinate with Housekeeping on room allocations for VIP guests
- Be responsible for special room assignments and suite occupancies
- Welcome and fulfill the check-in process of VIP Guests, including serving as an escort to the Executive Lounge and VIP Guest room
- Ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival
- Manage the Guest Relations Desk in the hotel lobby
- Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements
- Maintain the inventory of Guest amenities
- Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events

**What are we looking for?**
Guest Relations Team Members serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

- Calm, efficient, and organized with great attention to detail
- Excellent personal presentation and communication skills
- A passion for delivering exceptional levels of Guest service
- Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
- Computer literate and able to navigate through Company systems
- Professional manner with an emphasis on hospitality and guest service
- Guest relations experience in the hotel, leisure, and/or entertainment sectors
- Proven ability to listen and respond to demanding Guest needs
- Conflict resolution experience
- Cash handling experience

**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

A Guest Relations Team Member engages with our VIP Guests throughout the entire hospitality experience. From check-in to check-out, the Guest Relations Team is always prepared to respond to VIP Guest requests at concierge, during promotional activities, and more.

**What will I be doing?**

As a Guest Relations Team Member, you will serve on the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Relations Team Member truly influences the first impressions of our VIP Guests and, therefore, is responsible for performing the following tasks to the highest standards:

- Check the guest arrival reports in advance of VIP Guest check-in and coordinate with Housekeeping on room allocations for VIP guests
- Be responsible for special room assignments and suite occupancies
- Welcome and fulfill the check-in process of VIP Guests, including serving as an escort to the Executive Lounge and VIP Guest room
- Ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival
- Manage the Guest Relations Desk in the hotel lobby
- Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements
- Maintain the inventory of Guest amenities
- Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events

**What are we looking for?**
Guest Relations Team Members serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

- Calm, efficient, and organized with great attention to detail
- Excellent personal presentation and communication skills
- A passion for delivering exceptional levels of Guest service
- Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
- Computer literate and able to navigate through Company systems
- Professional manner with an emphasis on hospitality and guest service
- Guest relations experience in the hotel, leisure, and/or entertainment sectors
- Proven ability to listen and respond to demanding Guest needs
- Conflict resolution experience
- Cash handling experience

**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

**Company Description**
Rixos Alamein is a modern, luxury resort that boasts a prime position on the unspoilt, northern Mediterranean coast. This beautiful resort is a splash of colour against the backdrop of the desert, with the rich cobalt blue sea stretching out beyond the horizon and the lush gardens and green palm trees fringing the pristine sands. El Alamein is an up and coming destination and therefore offers a quieter retreat than its better-known sister resorts on the Red Sea. Do not be fooled, however into thinking that in any way sounds dull! Rixos Alamein offers guests a treasure trove of activities and entertainment to indulge in, creating wonder and enjoyment for all guests. Friends, families, young or old, the resort is a destination for those seeking an active luxury holiday. For guests wishing to venture beyond the resort, El Alamein is known for its rich heritage and close associations to World War II. El Alamein is home to the Al-Alamein Military Museum, which offers a fascinating insight into and pays tribute to Egypt's fundamental role. Rixos Alamein is located 310 kilometres from Cairo, 140 kilometres from Alexandria, 145 kilometres from Mersa Matruh and 19 kilometres from Alamein Airport.

1. Act as a bridge between guests and operational departments, focusing on guest satisfaction, and maximising the quality of services.
2. Create a communication bridge between guests and operational departments.
3. Shed light for all operational departments through the eyes of guests and deal closely with every request, problem and needs of guests. Find solutions by keeping guest satisfaction at the fore.
4. Approve the “Through Our Guests’ Eyes” report prepared according to requests, needs and demands placed by guests throughout the day.
5. Ensure that the rooms are checked and organise the complimentary services before VIP guests enter the facility. Ensure that VIP guests are greeted in the reception. Inform the General Manager, Hotel Manager and other departments of VIP guests.
6. Ensure that a Welcome Letter is written and sent to guests staying at the hotel.
7. Ensure that reservations for the A la Carte restaurants in the hotel are scheduled in an orderly manner.
8. Identify the training needs of employees, prepare an annual training plan and deliver the necessary trainings. Submit the training participation records to the Human Resources Department.
9. Conduct an internal communication meeting with the department at least twice every month and record the items discussed.
10. Responsible for procuring and protecting the supplies required to manage the office.
11. Identify any physical conditions in the facilities that lessen guest satisfaction and ensure that the investments to be made aim at achieving guest satisfaction.
12. Identify the personal expectations and tendencies of guests and work on future concepts accordingly.
13. Evaluate the results of the Guest Satisfaction Questionnaire and prepare a report containing statistics, graphs and comments. Provide guidance to the Sales and Marketing Department through the statistical data gathered from guests.
14. Inform the General Manager about any diseases and health problems of guests.
15. Prepare the “Monthly Timecard Report” for Guest Relations employees and submit the report to the Personnel Department.
16. Prepare the weekly work schedules for Guest Relations employees.
17. Adopt the principle of 100% guest satisfaction and ensure that all employees adopt and work towards this principle.
18. Take part in the Emergency Response Teams and manage and deploy his/her own team.
19. To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).
20. To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving energy. To predict effects of environment and efficiency of energy on purchased equipment.
21. To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment and lead to staffs.
22. To provide carrying chemicals safely, carrying, storing and using in accordance with laws, controlling reducing chemical dirtiness.
23. Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities.
24. Carry out all other duties assigned by managers and hotel management not specified in the job description.
**Qualifications**
- ** Education**: At least a Bachelor's Degree or vocational diploma.
- ** Experience**:

**About us**
At InterContinental Hotels & Resorts our role is to put the glamour into international travel. That is where you come in. When you are part of the InterContinental Hotels & Resorts brand you are more than just a job title. At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations. Join us as Guest Relaations Agent in InterContinental Semiramis. You will have ambition, talent and obviously, some key skills. Because, for this vital role, were looking for someone who: - has Sense of hospitality - has prior work experience in hotel operational departments - has proven track record successful adminstration - has the ability to handle guest complains with a smile - has great interpersonal skills.
**Your day to day**
Financial returns: - Plan and co-ordinate the provision of friendly, efficient services to guests - Schedule activities for guests - Plan and co-ordinate all promotional activities targeting clients - Trace relevant statistics about clients - Co-ordinate and supervise all activities for guests - Assist with check-ins/check-outs of clients - Greet Guests upon arrival - Cover guest relations desk - Assist guests with airline bookings and reconfirmation’s - Assist all departments in being receptive to the needs of guests - Attend recreation activities when necessary - Plan and conduct group and function rundown meetings - Assist in any other duties when required by the Guest Relations Manager - Assist with translations (information; guest directory; menus etc) as required - Provide feedback from Guests to Front Office Manager for action People: - Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments - Communicate well to ensure effective shift hand-overs - Actively participate in organised meetings - Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication Guest experience: - Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs. - Anticipate guest needs, handle guest enquires, and solve problems - Create a positive hotel image in every interaction with internal and external customers - Adhere to hotel brand standards - Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests - Assist guests and escort them to locations within the hotel at their request - Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs - Maintain current Hotel information to be able to provide information to guests Responsible business: - Strive for constant improvement and take responsibility for your own performance - Adhere to InterContinental Hotel Group Corporate Code of Conduct - Adhere to Hotel Handbook and general policies and procedures - Adhere to Front Office Policies and Procedures - Report problems to Management with suggestions for resolution
**What we need from you**
Minimum 1 years' experience in a hotel front office department - Excellent customer relations, problem solving and time management skills - Working knowledge of hotel property management systems such as Opera. - University graduate - Excellent communication skills - Excellent command of English language
**What we offer**
In return we'll give you a competitive financial and benefits package which includes healthcare support, dental, vision, disability and life insurance support. Eligible to receive complimentary dry cleaning service at the hotel. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself. So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG. IHG is an equal opportunity employer Minorities / Females / Disabled / Veterans.
Job Reference: EMEAA30410

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 ambience 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?
Under the general direction of the Front Office Management improve the performance of the Intercontinental hotels and resorts brand to deliver GREAT HOTELS GUESTS LOVE and Global Etiquette Service Behaviours.
Perform all activities of the Front Desk section within the established IHG policies and procedures, such as hotel guest's recognition, Ambassador and IHGRC member's journeys, and must fully understand "IHG Winning Ways" as well as "True Hospitality" program.
Your day-to-day
+ Understand IHG different business models and how we make money for ourselves and our owners, and the ways to impact costs or revenue within own area
+ To be fully aware with the facilities, services and special promotions offered by the hotel and to pass this information on the guest whenever the possibility arises in order to maximize hotel sales
+ Be familiar with all room type and configuration, review house count periodically; be updated with all F&B activities, cuisines, and entertainment and opening hours.
+ Materialize every opportunity to increase hotel revenue by promoting hotel rooms, restaurants and facilities.
+ Remains aware of the Hotel's Rooms' Budget (Occupancy, Average Room Rate ADR and Revenue per available room RevPAR) versus performance.
+ Familiar with the exchange rates.
+ Contributes in achieving the FO up selling goal.
+ Familiar with all saving plan affecting own work area.
+ Responsible of changing the guest folio with any last minute charges.
+ Applying discounts on guest folio, following the correct procedures.
+ Provide data & information needed during the team communication meetings.
+ Implementing action plans within the guest relations and its cascading to the team.
+ Attending daily operational communication briefing.
+ Responsible to prepare the PDP every year at the required time.
+ Fully ware with the FO wheel target and contributes positively in achieving them.
+ Support new colleagues; give them ROOM TO HAVE A GREAT START, and to grow their skills and knowledge.
+ Abides by set standards of conduct, dress, appearance and posture.
+ Bring the Intercontinental Hotels and Resorts brand to life through every interaction with our guests and use their knowledge to guide their actions and decisions.
+ Understand the company vision and business priorities (steering WHEEL)
+ Fully aware and responsible of implementing InterContinental Service and Operating Standards. (Information can be obtained through Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity.
+ Handle guest complaints efficiently and promptly report it to the supervisor.
+ Enhances personal recognition and prompt attention to guests from their arrival through their departure.
+ Supervises the activities of the Club InterContinental rooms in accordance with Intercontinental Hotels and Resorts brand standards.
+ A Guest Relations desk will be in the Lobby and visible to guests with a minimum coverage of prime check out and check in hours or 12 hours daily.
+ Responsible for the hotel VIP guests and understand how to make their journey positive and memorable, being proactive by adding their preferences to the PMS.
+ Increase guest's recognition by performing daily courtesy calls to in house guests to ensure their satisfaction, and take ownership for bringing a guest complaint to a conclusion as well as take preventive actions to avoid occurrence and recurrence.
+ Extend IHG Rewards and Ambassador Members their benefits and be on top of their requests.
+ Guest history system will be in place to identify returning customers and their preferences and will be actioned daily.
+ Reviews next day's VIPs Arrival and send the VIP arrival highlights according to the hotel SOP.
+ Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets.
+ Escorts all VIP arrivals.
+ Attends to guest needs, queries and requests promptly.
+ Ensures that daily VIP amenity requisitions are prepared and distributed.
+ Prepares card, special amenities, gifts and personalized stationery for special guests.
+ Handle honeymooners' reservations with their special arrangement.
+ Handle the Birthday report and make sure to send the Birthday cake.
+ Ensure return of amenities in case of cancellations and no shows.
+ Advises all guests of their room numbers and rate confidentially on welcome booklets.
+ Maintains control of issuing the guest room keys, according to the security measurements required.
+ Maintains intimate knowledge of departmental standards and procedures.
+ Maintain confidence for Guests' profiles and room numbers as well as billing instructions.
+ Actively participate in all FO Responsible Business Activities.
+ Reports irregular things happening at the hotel to the Assistant Manager.
+ Perform all tasks mentioned in the Guest Relations Task Breakdown as per standards at all the times.
+ Complies with hotels' health, safety and hygiene policy.
+ Demonstrate awareness and adhere to the occupational, health and safety legislation, policies and procedures.
+ Be familiar with the Hotel safety, first aid, fire and emergency procedures and operating equipment safely and responsibly.
+ Report security incidents and accidents in accordance with the Hotel requirements.
What we need from you Bachelor's degree / higher education qualification, Must speak fluent English and local language. Other languages preferred
+ Previous hospitality experience in a luxury hotel - 1 year minimum
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you'll become part of our ever-growing global family.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.