CID Agent


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 Director of Guest Services and within the limits of
established InterContinental Hotels Group brand and local policies and
procedures, responsible for the accurate and timely completion of registration
of all arriving guests into the DTCM and CID system and correct maintenance of
all guest in-house and departure information; submitting the daily report.

Colleague will
also be expected to replace Bell Staff when required.

Duties and Responsibilities


  • Promote Inter-Hotel sales and
    in-house facilities.
  • Supports the Front Office and
    Finance team by looking for missing checks and registration cards.
  • Maintain comprehensive
    knowledge of standard reservation procedures.
  • Recycle whenever and wherever
    possible and enforce cost saving measures where appropriate specifically on
    stationary and hotel collateral material
  • Process all arriving guest
    data following the guidelines of time and accuracy of data into the DTCM and
    CID system.
  • Ensure all guest in house
    changes are updated into to the DTCM and CID system


  • Comply with the hotel rules and regulations
    and provisions contained in the Employee Handbook.
  • Comply with the company grooming
    standards and maintain a high standard of personal hygiene and be well groomed
    and well dressed at all times.
  • Comply with time and attendance policy.
  • Actively participate in training
    and development programs, maximize opportunities for self development.
  • Actively develop positive
    and effective communication between CID team and Front Desk staff.
  • Ability to work as part of
    a diverse team with colleagues from different viewpoints and cultures
  • Replace colleagues at Bell
    Service when necessary
  • Attend briefings, as
  • Interact with other
    departments to provide additional or specialized guest services.


  • Demonstrate service
    attributes in accordance with industry expectations and company standards

    1. Being attentive to guests,
    2. Accurately and promptly
      fulfilling guests requests,
    3. Anticipate guests needs,
    4. Maintain a high level of
      knowledge which affects the guest experience,
    5. Demonstrating a ‘service’

  • Perform tasks
    as directed by your manager in pursuit of the achievement of business goals.
  • Maintain a
    guest information profile filing system of all guest details to be available for
    retrieval of repeat guest’s details.
  • Assists Front
    Desk with scanning of guest passports.
  • Supports the
    Front Office Team when needed in searching and collection of missing outlet
    checks for pending invoices.
  • Aware of
    restaurants operating hours and specials/promotions within the operation as
    well as catering space requirements and locations.
  • Take personal interest and
    pride to ensure that the front office and desk area is kept clean and in an
    orderly state at all times.
  • Register all
    arrivals, room moves and departures according to established
  • Respect the privacy of the
    guest at all times.
  • Possess a working knowledge
    of reception department, takes same day arrival and future reservation when
  • Use proper telephone
  • Use proper mail, package,
    and message handling procedures.


  • Comply with the Company’s Code of Conduct.
  • 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.
  • Demonstrate understanding
    and awareness of all policies and procedures relating to Health, Hygiene,
    Security and Fire Life Safety.
  • Familiarize yourself with
    emergency and evacuation procedures.
  • Ensure all security
    incidents, accidents and near misses are always logged in a timely manner and
    brought to the attention of the Line Manager.
  • Maintain a good
    relationship with the Security Manager, Government Relations Manager, CID
    officers and Reception colleagues.
  • To fill all guests’
    information in the police report system and in Opera PMS, accurately after each
    check in taking into consideration guests’ escort.
  • Update promptly and
    correctly all guest data (check in, room move and checkout) in the DTCM and CID
    online system
  • Make adjustments on the
    police report system if mistakes are found.
  • Inform promptly the Manager
    whenever there are issues either with the system or with the data collected by
    the Reception team.
  • Follow procedure of shift
    handover between his colleagues with regards to day to day operation
  • Report any unusual
    occurrences or requests to your supervisor.


  • A CID Agent is responsible to maintain a good relationship with the Security Manager, Government Relations Manager and CID officers. To establish an effective employee relationship withi

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.

A CID Agent is responsible
to maintain a good relationship with the Security Manager, Government Relations
Manager and CID officers. To establish an effective employee relationship within
the front desk team, along with the accounting team.

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