Guest Experience Specialist

Be the warm welcome that kicks off a memorable guest experience
Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
Handle cash and credit transactions
Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
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
Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
Take pride in your appearance and place as a brand ambassador
Always know what events and activities are on the day’s schedule
Jump into other ad-hoc duties when your colleagues need your help

Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
Fluency in the English language - extra language skills would be great, but not essential
Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers, Especially our reservations system, Opera.
Flexibility - night, weekend and holiday shifts are all part of the job
You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
Experience - ideally you’ll have spent at least two year in a front desk or guest service position in a 5 star property
Ability to work independently and within a team environment