Job Description
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 a...
Job Requirement
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.
