Guest Relations Officer

Under the general direction of the Guest Relations Manager and within the
limits of established InterContinental Hotels Group brand and local policies
and procedures, responsible for establishing and maintaining mutual
understanding and goodwill between guests and management.
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.
Duties and responsibilities
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
Qualifications and requirements
Minimum ‎1 years' experience in a hotel front office department preferably
Fresh graduates are welcomed.
* 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