Guest Service Agent - Cairo, Cairo

Are you passionate about hospitality and creating unforgettable guest experiences? Holiday Inn Cairo Citystars, a proud · Great Place to Work Certified · hotel, is looking for a · Guest Service Agent · to join our dynamic team · In this role, you'll be the first point of contact ...

وصف الوظيفة

Are you passionate about hospitality and creating unforgettable guest experiences? Holiday Inn Cairo Citystars, a proud
Great Place to Work Certified
hotel, is looking for a
Guest Service Agent
to join our dynamic team

In this role, you'll be the first point of contact for our guests, delivering exceptional service with warmth and professionalism. If you thrive in a fast-paced environment, love interacting with people, and want to grow with a globally recognized brand, we'd love to hear from you

Your day-to-day

• Familiar with all room type and configuration, review house count periodically, to be aware of every opportunity in order to maximize room revenue.
• Remain aware of the Hotel's Rooms' Budget [Occupancy, Average Room Rate ADR and Revenue per available room RevPAR versus performance.
• Updated with all F&B activities, cuisines, and entertainment and opening hours.
• Upsell and promote all hotel facilities.
• Maintain cashier float using the daily float handover report and ensures accurate daily report of all money received
• Arrange cashier documents in a systematic manner to facilitate balancing by auditor, and counts money received to verify amounts.
• Maintain house bank in correct balance and keeps it his/her safe box, and be sure that it's including small change.
• Familiar with the exchange rates, responsible of updating the currency exchange sign by the desk.
• Contributes in achieving the FO up selling goal by following TSA rules and conditions.
• Familiar with all saving plan affecting his work area.
• Responsible of changing the guest folio with any last minute charges and applying discounts on guest folio, following the correct procedures.
• Aware with all market segments.
• Following the internal tips distribution system.
• Revising the safe box inventory.
• Responsible of his own safe box and in case he lost the key he will be charged for the lost fees.
• Assisting his supervisor in handling the pending paymasters.
• Offer late check for the guests and charge them according to the price list.
• Preparing breakdowns for the in house groups (Payment – Free policy – Routing).
• Attend meeting or training sessions as requested either by management or as per job duties.
• Sign all the requested SOPs after reading it carefully.
• Maintain positive employee relations.
• Actively develop positive and effective communication between the Front Office and Housekeeping.
• Provide data & information needed during the team communication meetings.
• Implementing action plans within the front desk and its cascading to the team.
• Attending daily operational communication briefing.
• Responsible to prepare the PDP every year at the required time.
• Aware with the FO wheel target and contributes positively in achieving them.
• Must maintain good grooming and personal hygiene.
• Responsible of implementing Holiday Inn Service Standards. (Information can be obtained through Merlin)
• Responsible for all the hotel winning metrics (Guest love – Loyalty enrolments – Loyalty recognition – Quality audit … etc.)
• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity.
• Answer the telephones on time using the branded greeting and respond to the caller's request with no delay.
• Aware with the facilities, services and special promotions offered by the hotel and to pass this information on the guest whenever the possibility arises in order to maximize hotel sales.
• Handle guest complaints efficiently and promptly report it to the supervisor.
• Responsible and attend to guest's request of using the service of safety box at all times
• React immediately to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Register and room all arrivals according to established procedures and in compliance to law.
• Advise all guests of their room numbers and rate confidentially on welcome booklets.
• Maintain intimate knowledge of departmental standards and procedures.
• Perform check in, check out and room change following the procedures and ensures all data are entered completely into the hotel systems in accordance with reservation.
• In case the guest's room is not ready, matter should be communicated with his / her supervisor on the spot.
• Review the guest preferences report.
• Have a full understanding that his/her role is to create a great guest experience and not simple tasks.
• Obtain information from the guest that enables the guest relation team to provide a differentiated guest experience (Birthday, Anniversary,… etc.)
• Handle the early arrived rooms by sending the correct form to the HK to ensure guests are not disturbed.
• Handle the early arrival rooms of the next day by communicating with HK and following up they are done.
• Coordinate with the bell desk in obtaining the Light Luggage guests, and check on daily basis on the morning shift their credit balances and the physical status with the assistance with the HK
• Ensure that all forms and desk supplies are always available.
• Ensure that all equipment are working normally and report any deficiency.
• Handle incoming messages, parcels and communications with checking in guests in co-ordination with the Concierge.
• Keep an accurate room status at all times with the assistance of the housekeeping through the HK discrepancy report.
• Investigate discrepancy in the housekeeping report and report it to his supervisor and follow until making sure it's cleared
• Night shift, checks night report Rate Check Report and prepares rooms for next day arrival until 10:00 AM.
• Maintain comprehensive knowledge of reservation procedures to perform as a reservation agent in the absence of the reservation agents.
• Knowledgeable of the IHG rewards program and its benefits, and taking every opportunity to enrol new members.
• Knowledgeable of the Ambassador Program with its levels and benefits, and taking the opportunity to enrol new members, and maintain high level of VIP recognition for them.
• Participate and play an active role on Social Media with tactical priorities set by the management.
• Be updated with all F&B activities, cuisines, and entertainment and opening hours.
• Obtaining guests contacts (email – phone number) and update the system with it.
• Participate in any survey related to the guest as requested by the FO management.
• Ensure that the front desk collaterals and frames are in good condition.
• Save a backup for the needed reports twice per shift.
• Handling the traces report and revise it with his / her supervisor before filling it.
• Handling the room move report and revise it with the room move forms before filling it.
• Bucket clearance for the checked out rooms.
• Handle arrival for checked in rooms report and figure out any discrepancy between PMS and registration cards.
• Handle next day bills.
• Maintain control of issuing the guest room keys, according to the security measurements required.
• Maintain intimate knowledge of departmental standards and procedures.
• Maintain confidence for Guests' profiles and room numbers as well as billing instructions.
• Handle the Guest with special needs report on the every shift to be signed by all concerned departments.
• Take personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times.
• Perform the duty as a guest marshal during evacuation process.
• Report irregular things happening at the lobby to the Assistant Manager.
• Report any suspicious activity to his supervisor.
• Handing any lost items on the spot to lost and found department.

What do we need from you?

• Bachelor degree. Previous experience is a plus.
• Must speak fluent English and local language with additional other languages preferred.
• Other:
• Communication skills are utilised a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and reports, giving and receiving instructions.
• Required to work nights, weekends, and/or holidays.
• Some knowledge of locale preferred.
• Strong verbal and written communications skills required.
• Must be computer literate and have the ability to multi task and work under pressure.
• Computer literate (excel, word, office) Administration, organisation and follow up skills

What you can expect from us:
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you'll become part of our ever-growing global family.
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.