Guest Relations Agent (Part Time)

IHG•San Antonio, TX

About The Position

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. 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.

Requirements

High School diploma or equivalent and 1 year of guest/customer service experience.
Must speak fluent English.
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
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.
Must be able to work Friday, Saturday and Sundays, holidays, worknights.

Nice To Haves

Hotel experience and some college preferred.
Other languages preferred.

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 Priority Club 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.