Key Responsibilities:
- Welcome guests in a warm, friendly, and professional manner following IHG True Hospitality standards.
- Perform smooth and efficient check-in and check-out procedures.
- Handle guest inquiries, requests, and complaints promptly and courteously, ensuring quick resolution.
- Maintain accurate guest records and reservations in the Property Management System (PMS).
- Process room allocations, upgrades, and special requests as per hotel policy.
- Handle cash, billing, posting of charges, and settlement of guest accounts accurately.
- Coordinate with Housekeeping and Engineering to ensure room readiness and guest comfort.
- Promote IHG One Rewards enrollment and explain hotel services and facilities to guests.
- Ensure front desk area is clean, organized, and presentable at all times.
- Follow all IHG brand standards, SOPs, safety, and security procedures.
- Manage telephone calls, emails, and guest messages efficiently.
- Support night audit or shift handover procedures as required.
- Upsell rooms and hotel services wherever possible to maximize revenue.
Desired Skills & Competencies:
- Excellent communication and interpersonal skills.
- Guest-focused attitude with a positive and professional demeanor.
- Basic computer knowledge and familiarity with hotel PMS (Opera preferred).
- Ability to multitask and work under pressure.
- Team player with strong attention to detail.
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