Guest Service Agent

Job Summary

At Hotel Indigo Kuala Lumpur, we believe every guest experience tells a story. Our Guest Service Agents are the key to unlocking these stories by providing warm, personalized, and insightful service that reflects the vibrant neighborhood around us. You will serve as the face of the hotel, ensuring guests feel welcomed and informed, from check-in to check-out, and everything in between. Your role is essential in delivering an unforgettable, story-filled experience.

Key Responsibilities

• Guest Welcome and Check-In/Out: Warmly greet guests upon arrival, ensuring a smooth and efficient check-in and check-out process, in line with the Hotel Indigo brand’s emphasis on personalized service.
• Neighborhood Expertise: Share authentic stories and recommendations about the local area, helping guests connect with the unique culture and hidden gems around the hotel.
• Guest Services: Assist guests with inquiries, reservations, transportation, and any special requests, maintaining a focus on creating memorable guest experiences.
• Problem Handling: Proactively address guest concerns and issues with a solution-oriented approach, ensuring a seamless stay for all guests.
• Collaboration: Work closely with all hotel departments, including housekeeping, food & beverage, and front office, to ensure guest requests and needs are met efficiently.
• IHG Rewards & Loyalty Programs: Assist guests with loyalty program information, benefits, and rewards, ensuring they understand and take full advantage of available perks.
• Storytelling: Engage with guests to create and share stories that align with Hotel Indigo’s DNA, reflecting our commitment to local culture and personal connections.
• Upselling: Identify opportunities to upsell rooms, services, and packages that enhance guest satisfaction and boost hotel revenue.
• Health & Safety: Ensure compliance with all hotel policies and procedures, including health and safety standards, to guarantee a safe and pleasant environment for both guests and staff.

Key Qualifications & Skills

• Experience in a customer-facing role, preferably in hospitality.
• Excellent communication skills and the ability to converse in a friendly, engaging manner.
• In-depth knowledge or a strong interest in the local neighborhood and its culture, with the ability to translate this into enriching guest experiences.
• A proactive problem solver with a positive attitude and attention to detail.
• Familiarity with hotel management systems, such as Opera, is an advantage.
• Ability to work on shift hours, including weekends and public holidays, as required by hotel operations.
• Fluency in English is required; additional language proficiency is a plus.
  

Employee Value Proposition (EVP)

IHG - Room to Grow

• Career Development: Offers a wide range of opportunities for career growth through structured development programs, training platforms like IHG’s Learning Hub, and cross-brand mobility within the company. The company is committed to fostering leadership at all levels.
• Internal Promotions: Emphasizes promoting from within, encouraging employees to take on new roles and responsibilities as they develop.

IHG - Room to Belong

• Company Culture: IHG encourages a sense of belonging, supporting a collaborative and respectful working environment. Employees are part of a community that values relationships and teamwork.
• Community Impact: Employees are encouraged to engage in social responsibility initiatives, such as sustainability programs and community involvement.

IHG - Room to Make a Difference

• Sustainability and Social Impact: IHG offers employees opportunities to contribute to its global sustainability initiatives, including the Green Engage system and other corporate social responsibility programs.
• Empowerment: IHG empowers employees to take ownership of their work and make a tangible impact on both guests and the community.

Diversity, Equity and Inclusion (DE&I)

• Inclusive Culture: IHG prides itself on fostering an environment where diversity and inclusion are core values. Employees are encouraged to bring their whole selves to work, and different perspectives are valued.
• Equal Opportunities: IHG is committed to providing equal opportunities for all, promoting diversity in leadership roles, and supporting initiatives for underrepresented groups.

Total Rewards and Recognition

• Competitive Compensation: IHG offers market-competitive salaries and bonuses, along with performance-based incentives.
• Benefits: IHG provides a comprehensive benefits package that includes health and wellness programs, retirement plans, and access to employee assistance programs.
• Employee Recognition: Various platforms are in place to recognize employees' contributions, such as IHG's "Celebrate Service Week" and internal recognition programs.

These elements form the foundation of the employee experience at IHG, positioning the company as a great place to work with a focus on growth, inclusion, and making a difference.