IHG Front Desk Agent - Arabic/German Speaker in Fujairah, United Arab Emirates

Description:

At InterContinental

Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing

your expertise and passion to any one of our brands, you will help us achieve our

vision : to be the most preferred, admired and successful hotel company the

world over.

Job overview

Under general

direction of the Director of Guest Services or his/her delegate, and within the

limits of established InterContinental Hotels Group brand and local policies

and procedures, responsible for all activities relevant to the Front Desk.

Tasks include check in/out, rooming of all hotel guests, foreign exchange,

cashiering and Credit Follow up.

Ensures

efficient running of Front Desk operations ; highest standards of hospitality

are demonstrated on every occasion.

Duties and Responsibilities

FINANCIALRETURNS

  • PromoteInter-hotel sales, in house facilities and Food & Beverage outlets.

  • Tobe fully conversant with the facilities, services and special promotionsoffered by the hotel and to pass this information on to the guest to maximizehotel sales.

  • Tohave a full working knowledge of the IHG Rewards and Ambassador programs andits benefits taking every opportunity to enroll new members.

  • Maintaincomprehensive knowledge of standard reservation procedures.

  • Ensurethat all charges are correctly posted to the guests bills following thestandard procedures.

  • Dealwith cash, check and credit transactions in accordance with the hotel andcompany policy, and ensure that any discrepancies are reported immediately.

  • Maintaincashier float and ensure accurate daily report of all money received.

  • Beaware of the hotel availability and of every opportunity to maximize room revenue.

  • Adhereto company credit policies to ensure that all revenue expected is received.

  • Tobe fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-SellingRevenue.

  • Recyclewhenever and wherever possible and enforce cost saving measures whereappropriate specifically on stationary and hotel collateral material

OUR PEOPLE

  • Comply with the hotel rules and regulationsand provisions contained in the Employee Handbook.

  • Comply with the company groomingstandards

  • Comply with the time and attendancepolicies.

  • Actively participate in trainingand development programs and maximize opportunities for self development.

  • Actively develop positiveand effective communication between Front Desk team and all other operational departments.

  • Ability to work as part ofa diverse team with colleagues from different viewpoints, culture and countries.

  • Replace colleagues at GuestRelations or Club lounge when necessary

  • Supervise and assist CID agents when necessary

  • Attend and activelyparticipate in team briefings and departmental meetings

GUEST EXPERIENCE

  • Demonstrate service attributes in accordance withindustry expectations and company standards including:
  1. Being attentive to Guests;

  2. Accurately and promptlyfulfilling Guests requests;

  3. Anticipate Guests needs;

  4. Maintain a high level ofknowledge which affects the Guest experience;

  5. Demonstrating a ‘service’attitude;

  • Greet guests at all times in a friendly and helpfulmanner and attempt to learn and use guests’ name at every opportunity.

  • Take action so as to guarantee that guests depart from thehotel with a positive impression of hotel services.

  • Attend to guests’ inquiriesand requests, refer problems to Supervisor if he/she unable to assist.

  • Take personal interest andpride to ensure that the front office and desk area is kept clean and in anorderly state at all times.

  • Handle Group Check In whennecessary.

  • Must ensure highrecognition of IHG Rewards Club and Ambassador Members in order to achieveoptimal scores in HeartBeat survey and other Guest Satisfaction surveys.

  • Ensure maximum involvementin the HeartBeat program in order to obtain higher results.

  • Attends to guests’ requestof using the service of safety box at all times.

  • Is fully awareof restaurant operating hours and specials / Spa facilities and services aswell as other recreation options.

  • Register allarrivals according to established procedures.

  • Anticipate guests’ needs,to be aware of all written and spoken requests, to carry out these requests ina courteous and helpful manner.

  • Ensure all messagesreceived for guests are passed on accurately and as quickly as possible.

  • Ensure a sound knowledge ofthe local area regarding history, places of interest and special events.Knowledgeable on where further information can be obtained.

  • Ensure all customersreceive a fast, efficient and friendly service following the InterContinentalBrand Standard Guidelines and the Standard of Operations Procedures of thehotel.

  • Perform tasks as directedby the Manager in pursuit of the achievement of business goals.

  • Is knowledgeable about the differentsoftware programs utilized in the Guest Services Department including but not limited to PropertyManagement System, Work Order and Glitch report system and electronic devices(paging system), etc

RESPONSIBLEBUSINESS

  • Comply with the Company’s Code of Conduct.

  • Complyin maintaining security of information relating to customers and colleagues inthe hotel.

  • Complywith discretionary information keeping

  • Align self with the company values, mission and desired behaviors.

  • Perform correct handling and updating of IHGRewards Club Membership in Loyalty Connect and Opera.

  • Demonstrate understandingand awareness of all policies and procedures relating to Health, Hygiene,Security and Fire Life Safety as well as emergency and evacuation procedures

  • Ensure all securityincidents, accidents and near misses are always logged in a timely manner andbrought to the attention of the Line Manager.

  • Must follow CID rules andto cover CID role as directed by the Manager.

ACCOUNTABILITY

  • Comply with the Company’s Code of Conduct.

  • Complywith discretionary information keeping

  • Alignself with the company values, mission and desired behaviors.

Do you have what it takes to be a leader in the world's most global hotel company?

If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.

Qualifications

Ideally, the candidate must possess

previous work experience in a Front Office environment or equivalent. Is a team

player and have strong verbal and communication skills. He/She must be customer

oriented and is flexible to work in various shifts.

Job: Front Office

Location: United Arab Emirates-Fujairah

Requisition ID: FUJ000193