Guest Relations - Semiramis InterContinental Cairo

Under the general direction of the Front Office Management improve the performance of the Intercontinental hotels and resorts brand to deliver GREAT HOTELS GUESTS LOVE and Global Etiquette Service Behaviours.

Perform all activities of the Front Desk section within the established IHG policies and procedures, such as hotel guest’s recognition, Ambassador and IHGRC member’s journeys, and must fully understand “IHG Winning Ways” as well as “True Hospitality” program.

Your day-to-day

• Understand IHG different business models and how we make money for ourselves and our owners, and the ways to impact costs or revenue within own area
• To be fully 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
• Be familiar with all room type and configuration, review house count periodically; be updated with all F&B activities, cuisines, and entertainment and opening hours.
• Materialize every opportunity to increase hotel revenue by promoting hotel rooms, restaurants and facilities.
• Remains aware of the Hotel’s Rooms' Budget [Occupancy, Average Room Rate ADR and Revenue per available room RevPAR] versus performance.
• Familiar with the exchange rates.
• Contributes in achieving the FO up selling goal.
• Familiar with all saving plan affecting own work area.
• Responsible of changing the guest folio with any last minute charges.
• Applying discounts on guest folio, following the correct procedures.
• Provide data & information needed during the team communication meetings.
• Implementing action plans within the guest relations and its cascading to the team.
• Attending daily operational communication briefing.
• Responsible to prepare the PDP every year at the required time.
• Fully ware with the FO wheel target and contributes positively in achieving them.
• Support new colleagues; give them ROOM TO HAVE A GREAT START, and to grow their skills and knowledge.
• Abides by set standards of conduct, dress, appearance and posture.
• Bring the Intercontinental Hotels and Resorts brand to life through every interaction with our guests and use their knowledge to guide their actions and decisions.
• Understand the company vision and business priorities (steering WHEEL)
• Fully aware and responsible of implementing InterContinental Service and Operating Standards. (Information can be obtained through www.ihgmerlin.com)
• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity. 
• Handle guest complaints efficiently and promptly report it to the supervisor.
• Enhances personal recognition and prompt attention to guests from their arrival through their departure.
• Supervises the activities of the Club InterContinental rooms in accordance with Intercontinental Hotels and Resorts brand standards.
• A Guest Relations desk will be in the Lobby and visible to guests with a minimum coverage of prime check out and check in hours or 12 hours daily.
• Responsible for the hotel VIP guests and understand how to make their journey positive and memorable, being proactive by adding their preferences to the PMS.
• Increase guest’s recognition by performing daily courtesy calls to in house guests to ensure their satisfaction, and take ownership for bringing a guest complaint to a conclusion as well as take preventive actions to avoid occurrence and recurrence.
• Extend IHG Rewards and Ambassador Members their benefits and be on top of their requests.
• Guest history system will be in place to identify returning customers and their preferences and will be actioned daily.
• Reviews next day’s VIPs Arrival and send the VIP arrival highlights according to the hotel SOP.
• Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets.
• Escorts all VIP arrivals.
• Attends to guest needs, queries and requests promptly.
• Ensures that daily VIP amenity requisitions are prepared and distributed.
• Prepares card, special amenities, gifts and personalized stationery for special guests.
• Handle honeymooners’ reservations with their special arrangement.
• Handle the Birthday report and make sure to send the Birthday cake.
• Ensure return of amenities in case of cancellations and no shows.
• Advises all guests of their room numbers and rate confidentially on welcome booklets.
• Maintains control of issuing the guest room keys, according to the security measurements required.
• Maintains intimate knowledge of departmental standards and procedures.
• Maintain confidence for Guests’ profiles and room numbers as well as billing instructions.
• Actively participate in all FO Responsible Business Activities.
• Reports irregular things happening at the hotel to the Assistant Manager.
• Perform all tasks mentioned in the Guest Relations Task Breakdown as per standards at all the times.
• Complies with hotels’ health, safety and hygiene policy.
• Demonstrate awareness and adhere to the occupational, health and safety legislation, policies and procedures. 
• Be familiar with the Hotel safety, first aid, fire and emergency procedures and operating equipment safely and responsibly.
• Report security incidents and accidents in accordance with the Hotel requirements.

What we need from you Bachelor’s degree / higher education qualification, Must speak fluent English and local language. Other languages preferred

• Previous hospitality experience in a luxury hotel  - 1 year minimum 

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.