Front Office Intern | InterContinental Cascais-Estoril

As a Front Office Intern, you will be the primary ambassador of the hotel. Your mission is to provide a seamless "Arrival and Departure" experience while acting as the central hub for guest communication. You will learn the operational standards of a global hospitality leader and master the art of anticipating guest needs before they are even expressed.

Key Responsibilities:

1. Guest Arrival & Departure

• Assist with the check-in and check-out process, ensuring all guest data is accurately captured in the Property Management System (PMS).
• Handle room assignments, issue key cards, and escort guests to their rooms while explaining hotel features.
• Process guest payments, currency exchanges, and final billing with high accuracy.
   

2. Concierge & Guest Relations

• Act as a local expert, providing recommendations for dining, sightseeing, and transportation.
• Coordinate with the Bellman and Valet teams to ensure luggage and vehicles are handled efficiently.
• Manage guest requests (e.g., extra pillows, dinner reservations, wake-up calls) and follow up to ensure satisfaction.

3. IHG One Rewards & Loyalty

• Recognize and welcome loyalty members, ensuring they receive their specific benefits (upgrades, welcome drinks, etc.).
• Actively promote the IHG One Rewards program to non-members to drive enrollment.

4. Problem Resolution

• Listen to guest concerns with empathy and take immediate action to resolve issues.
• Maintain a "logbook" of guest preferences and feedback to help personalize future stays.
• Ensure a smooth hand-over between shifts, communicating all pending guest matters to the next team.