Your day to day:
As a Club Lounge Agent, you will provide a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value.
DUTIES AND RESPONSIBILITIES:
- Greet VIP guests and conduct special check-in and check-out services for these guests.
- Communicate with Front Office about arriving VIP guests and communicate any changes needed for their stay in a timely and accurate manner.
- Identify return guests and VIP’s in advance.
- Assign premium guest rooms and coordinate closely with other departments to forward relevant information.
- Deliver and/or coordinate the deliver of services and/or amenities (such as flowers) to VIP guests.
- Collect and provide comprehensive information and coordinate VIP and/or IHG One Rewards guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest.
- Coordinate and/or confirm reservations as needed.
- Respond appropriately to guest requests and complaints.
- Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.
- Log all guest complaints or concerns, coordinate the dispatch of work orders to the appropriate department and staff, and escalate appropriate issues to management.
- May provide assistance with florists, couriers, mail services, rental of small business machines, international calls, etc. for assigned guests.
- Perform other duties as assigned.
What we need from you:
Qualifications and Requirements:
High School diploma or equivalent and 1 year of guest/customer service experience. Hotel experience and some college preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
- Frequently standing up or moving within the facility
- Carrying or lifting items weighing up to 50 pounds
- Handling objects, products and computer equipment
- Bending, stooping, kneeling
Other:
- Communication skills are utilized a significant amount of time when interacting with others; guests and third parties.
- Reading and writing abilities are utilized often when compiling departmental records, or guest registration and reservation information.
- Basic mathematical skills are used frequently.
- May be required to work nights, weekends, and/or holidays.
What we offer:
In return we will give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. 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.
IHG is an equal opportunity employer: Minorities/ Females/ Veterans/ Disabled.
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Let’s Go Further Together.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.