Guest Relations Supervisor


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Front Office
Job Level


At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.  By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
world over.

Job Overview


Under the general
direction of the Guest Relations Manager/Director of Guest Services and within
the limits of established InterContinental Hotels Group and local policies and
procedures, responsible
to liaise between operational departments to ensure that guest preferences are met
and exceeded. Responsible for all activities relevant to the guest relations
department such as VIP relations, rooming of guests, assisting with show rounds
to achieve the highest possible guest satisfaction to current and future VIPs.



Ensures maximum interaction is achieved with
all hotel guests, specifically V.I.Ps, and Loyalty card holders are recognized
as per their status and receiving special treatment.


Duties & Responsibilities



  • Promote
    in house sales, in house facilities and food & beverage outlets.
  • To be
    fully conversant with the facilities, services and special promotions offered
    by the hotel and to pass this information on to the guest to maximize hotel
  • Prepare
    requisitions for amenities on a timely basis and in an efficient and cost
    effective manner.
  • To be
    fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling
  • Gain
    understanding of the departmental goals and financial targets and support management
    team to achieve these targets. 
  • Recycle
    whenever and wherever possible and enforce cost saving measures where
    appropriate specifically on stationary and hotel collateral material.




  • Comply
    with the hotel rules and regulations and provisions as mentioned in the Employee
  • Comply
    with the company grooming standards.
  • Comply
    with the time and attendance policy.
  • Actively
    participate in training and development programs and maximize opportunities for
    self development.
  • To
    carry out on the job training in conjunction with and under the direction of
    line manager.
  • Ability
    to work as part of a diverse team with colleagues from different viewpoints,
    cultures and countries.
  • Attend
    and actively participate in team briefings and departmental meetings
  • Replace
    colleagues at front desk or club lounge when necessary
  • Assist
    manager in preparing efficient rosters for function
  • Supervise
    guest relation agents




  • Demonstrate service
    attributes in accordance with industry expectations and company standards
  • Being attentive to guests,
  • Accurately and promptly
    fulfilling guests requests,
  • Anticipate guests needs,
  • Maintain a high level of
    knowledge which affects the guest experience,
  • Demonstrating a ‘service’
  • When present
    in the lobby, ensure each and every guest is greeted with a smile. Deliver
    sincere sense of welcome and hospitality to all guests passing through the
  • Escort
    guests to the rooms respecting hotel policy and procedures
  • Perform
    daily courtesy calls upon arrival, pre/post stay, IHG Rewards Club and
    Ambassador Guests as well as Return Guest following complaints to give special attention/recognition
    and follow up.
  • Ensure
    that all customers’ queries, special requests and complaints are handled in a
    polite, efficient manner while maintaining a consistent high level of customer
    service. Refer problems to the manager if unable to assist.
  • Coordinate with the housekeeping
    department to ensure rooms are ready upon guests’ arrival and assist in inspecting all VIP rooms prior to arrival.
  • Ensure
    that the update of all guest profiles with preferences/requests is done, and maintain
    efficient, up to date guest profile database in PMS, as well as regular guest
    history log.
  • Review
    arrival lists for all arrivals and VIP’s to gain knowledge of guests’ profile
    and history. Ensure that room allocations, amenities and special requests are
    attended to pro actively.
  • Perform tasks as directed
    by the manager in pursuit of the achievement of business goals.
  • Pro
    actively informs other operational departments such as Housekeeping,
    Engineering and F&B on matters related to arrival times, special requests
    and VIP amenity set ups.
  • Responsible in identifying
    and rating VIP Arrivals and manages timely distribution of supplies and
    amenities in the room prior to arrival.
  • Handle group check in when
  • Must ensure high
    recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal
    scores in HeartBeat survey and other Guest Satisfaction surveys.
  • Ensure maximum involvement
    in the HeartBeat program in order to obtain highest results possible.
  • Responsible and attends to
    guest requests of using the service of a safety box at all times.
  • Is fully aware of restaurant
    operating hours and specials / Spa facilities and services as well as other
    recreation options.
  • Ensure a sound knowledge of
    the local area regarding history, places of interest and special events.
    Knowledgeable on where further information can be obtained.
  • Is knowledgeable about the
    different software programs utilized in the Guest Services Department  including but not limited to Property
    Management System, Work Order and Glitch report system and electronic devices
    (paging system), etc




  • Comply
    in maintaining security of information relating to customers and colleagues in
    the hotel.
  • Comply
    with discretionary information keeping
  • Align self with the company values, mission and desired behaviors.
  • Monitors the enrolment and correct handling and
    updating of IHG Rewards Club Membership in Loyalty Connect and Opera.
  • Ensure that the handover
    procedures are followed in the transferring of all relevant information on a
    daily basis.




  • Comply with the Company’s Code of Conduct.
  • Comply
    with the Company values and model desired behaviors.
  • Supervise daily tasks and responsibilities
    of the Guest Relations Agents.
  • Ensure colleague training
    is done on appropriate material and in due time
  • Ensure sufficient working
    material available for team to handle task and that IT material is in order
  • Ensure that the guest relations
    store is properly maintained, the store items and special amenities
  • Ensure recognition of
    regular, VIP guests and loyalty card holders.




Do you have what it takes to be a leader in the world's most global hotel company?If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.

















Ideally, the candidate must possess
previous supervisory work experience in a Front Office environment or
equivalent. Is a team player and have strong verbal and written communication
skills. He/She must be customer oriented, highly organized and is flexible to
work in various shifts.














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