Guest Service Agent

Holiday Inn Express Malta is excited to welcome an enthusiastic Front Office Agent to our vibrant team on a full-time basis. If you have a passion for delivering personalized guest experiences and enjoy the challenge of crafting the perfect stay, this role is for you! As a Front Office Agent, you will play a pivotal part in ensuring that each guest’s journey is seamless, from reserving their ideal room to fulfilling special requests, and making sure no detail is overlooked. Your expertise will directly contribute to maximizing guest satisfaction and hotel occupancy, all while working within a dynamic, world-class environment.

Join us in creating unforgettable memories!

Further duties and responsibilities include but are not limited to:

• Reviewing arrival lists daily to ensure special requests, VIP allocations, and preferences are met. Check in and out of guests according to hotel and legal requirements.
• Receive guest enquiries and appropriately handle.
• Be familiar with all guest rooms and ensure room sales are maximized.
• Be aware of functions, facilities, promotions and event taking place in the hotel.
• Process all cashiering transactions in accordance with Front Office standards, responsible for float and ensuring all accounting procedures are adhered to.
• Monitoring room availability, ensuring an optimized room allocation to maximize hotel occupancy and revenue.
• Ensuring seamless communication with other departments Check in and out of guests according to hotel and legal requirements.
• Receive guest enquiries and appropriately handle.
• Be familiar with all guest rooms and ensure room sales are maximized.
• Be aware of functions, facilities, promotions and event taking place in the hotel.
• Process all cashiering transactions in accordance with Front Office standards, responsible for float and ensuring all accounting procedures are adhered to.
• To provide personalized guest experiences.
• Assisting with pre-arrival planning for group bookings, ensuring group needs and room configurations are met.
• Enrolment of non-IHG members, and recognition of IHG one rewards members.
• To efficiently manage front office communications, review the incoming emails and respond to guests as needed, ensuring timely and professional replies.
• Efficiently managing bar and food orders.
• The process of beverage service, food preparation, and table delivery to ensure a seamless dining experience for all our guests.
• Possess flexibility to work any required shift, including night shifts, and demonstrate proficiency in night audit duties.
• Effectively transitioning responsibilities to colleagues and collaborating as a cohesive team are essential for enhancing the guest experience. By ensuring a seamless handover of tasks, we can maintain continuity in service and uphold our commitment to excellence. Working together, we can leverage each team member's strengths to create a more enriching and memorable experience for our guests.

Qualifications: 

• Previous experience in Front Office or Reservations.
• Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment, especially during peak periods.
• Familiarity with hotel booking systems and room management software.
• A team player with a customer-focused mindset.
• Willingness to work flexible hours, including weekends and holidays.
• Proficiency in Italian, French, or German is regarded as a valuable asset.

We are passionate about providing True Hospitality and creating memorable experiences for our guests every day. As a part of the IHG® family, we value caring, confident, and attentive team members who go the extra mile to make a positive difference in the guest experience.

·True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

·True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

·True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

·True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people

If you are motivated to join a world-class team and contribute to making every guest's stay unforgettable, we would love to hear from you.