Guest Service Associate

About The Role

At Holiday Inn, an IHG Hotel, we are looking for a friendly, enthusiastic, and service-oriented Guest Service Associate who is passionate about creating memorable guest experiences. In this role, you will be responsible for delivering exceptional service, anticipating guest needs, and ensuring a smooth and enjoyable experience throughout the guest journey while upholding the brand’s service standards.

Key Responsibilities

• Welcome guests warmly and provide courteous, professional, and personalized service.
• Assist guests with check-in, check-out, reservations, and inquiries.
• Anticipate guest needs and respond promptly to requests, feedback, and concerns.
• Maintain a thorough knowledge of hotel facilities, services, room categories, and local attractions.
• Coordinate with relevant departments to ensure timely service delivery and seamless guest experiences.
• Handle guest complaints professionally, escalating issues when required.
• Maintain accurate records, follow operational procedures, and ensure compliance with IHG brand standards.
• Promote hotel facilities and services to enhance guest satisfaction and support revenue opportunities.
• Maintain guest confidentiality and adhere to hotel policies, safety procedures, and hygiene standards.
• Work collaboratively with colleagues to maintain high service standards and contribute to a positive team environment.
• Consistently demonstrate the values of True Hospitality by treating every guest and colleague with care, respect, and professionalism.

Requirements & Tech Stack

• Excellent verbal communication and interpersonal skills.
• A guest-focused mindset with a genuine passion for delivering exceptional service.
• Strong attention to detail, a professional approach, and the ability to multitask in a fast-paced environment.
• Good problem-solving skills and the ability to handle guest requests with confidence and courtesy.
• A team-oriented attitude with a willingness to learn and develop within the hospitality industry.
• Flexibility to work rotational shifts, weekends, and public holidays as required.

Qualifications

• A diploma or degree in Hotel Management, Hospitality, or a related field is preferred.
• Previous experience in a hotel or customer service environment will be an advantage; freshers with a positive attitude and a passion for hospitality are welcome to apply.