Duties and responsibilities:
• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests.
• Check guests in, issue room keys, provide information on hotel services and room location.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones in a prompt and courteous manner, utilizing their name several times during the conversation. Depending on shift, you may also input guest walk-up calls into the call sheet/system.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer, record and process all guest calls, messages, requests, questions or concerns, faxes, etc.
• Record guest preferences in the system, as well as service recovery process through tracking systems, such as HotSOS. This may also involve working with Engineering and other departments to help fix guest issues.
• Check guests out, including resolving any l...