Guest Experience Agent (Desk & Telephone)

Guest Service Excellence

Welcome guests warmly and ensure smooth check-in and check-out processes in accordance with IHG standards.

Anticipate guest needs and proactively offer assistance to create memorable experiences.

Manage guest requests, complaints, and feedback efficiently, ensuring timely follow-up and resolution.

Coordinate with other departments (Housekeeping, Food & Beverage, Engineering, Security, etc.) to ensure guest satisfaction.

Recognize IHG One Rewards members and deliver the appropriate benefits and recognition for each membership tier.

Guest Experience & Engagement

Conduct guest room inspections, welcome calls, and departure calls for key guests and loyalty members.

Monitor guest satisfaction through Medallia and respond to online feedback or guest surveys in coordination with the Guest Experience Manager.

Support the implementation of brand initiatives like “Crowne Meetings Director”, “WorkLife Rooms”, and “IHG Way of Clean” to uphold the brand promise.

Assist with surprise and delight moments, VIP amenities, and special occasion arrangements.

Administrative & Operational Duties

Maintain accurate guest profiles and preferences in Opera PMS for future reference.

Prepare and maintain daily guest arrival and departure reports, highlighting VIPs, long-stay, and repeat guests.

Ensure the lobby, front desk, and guest areas are always tidy and welcoming.

Handle cash and credit transactions accurately following hotel policies.

Support in organizing guest engagement activities and feedback sessions.

Qualifications & Experience

Bachelor’s degree / Diploma in Hospitality Management or related field.

Minimum 1–2 years of experience in Front Office / Guest Relations in service industry.