Guest Services Agent

About the role

Greets all guests at all times in a friendly and helpful manner and attempts to learn and use the guest’s name at every opportunity. Registers and rooms all arrivals according to established procedures.

Key responsibilities

• Greet guests warmly and use their names whenever possible.
• Register arrivals and assign rooms following standard procedures.
• Perform check‑in, check‑out and room‑change processes, ensuring accurate data entry.
• Maintain cashier float and produce accurate daily cash reports.
• Stay updated on accounting policy changes.
• Promote seasonal packages, frequent‑flyer programs and IHG Loyalty offers.
• Handle guest complaints, inquiries and requests, escalating when necessary.
• Offer onward bookings at other Indigo hotels when guests mention future destinations.
• Ensure guests leave with a positive impression of hotel service.
• Conduct audit balances and prepare audit documentation.
• During night shifts, review night reports, prepare morning reports and ready necessary arrival forms.
• Maintain thorough knowledge of reservation procedures and system usage.
• Uphold IHG brand standards for behavior, appearance and attitude.
• Keep the front‑desk area clean and orderly at all times.
• Prioritize the needs of IHG Loyalty members, VIPs and health‑safety considerations.

Required profile

• Diploma or vocational certificate in Hotel Administration, Hotel Management or equivalent.
• At least 1 year of front‑office or guest‑services experience, or an equivalent mix of education and experience.

Required skills

• Proficient in Microsoft Office.
• Proficient with the Front Office System.
• Ability to read and write English.