Club InterContinental 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 Guest Relations/Club Lounge Manager and within the limits of
established InterContinental Hotels Group and local policies and procedures, responsible to liaise between other
operational departments to ensure that Guest Preferences are met and exceeded.
Responsible for all activities relevant to the Club
InterContinental such as VIP relations, rooming of guests, assisting with show
rounds to achieve the highest possible guest satisfaction, while maintaining a
solid relationship with the F&B and Kitchen team to ensure optimal guest

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

Duties and Responsibilities


  • Promote Inter-hotel 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 sales.
  • To have a full working knowledge
    of the IHG Rewards and Ambassador programs and its benefits taking every
    opportunity to enroll new members.
  • Maintain comprehensive knowledge
    of standard reservation procedures.
  • Ensure that all charges are
    correctly posted to the guests bills following the standard procedures.
  • Deal with cash, check and credit
    transactions in accordance with the hotel and company policy, and ensure that
    any discrepancies are reported immediately.
  • Maintain cashier float and
    ensure accurate daily report of all money received.
  • Be aware of the hotel
    availability and of every opportunity to maximize room revenue.
  • Adhere to company credit
    policies to ensure that all revenue expected is received.
  • To be fully involved in IHG
    Rewards and ICA enrolments and achieving targeted Up-Selling Revenue.
  • Recycle whenever and wherever
    possible and enforce cost saving measures where appropriate specifically on
    stationary and hotel collateral material
  • Manage Food & Beverage
    orders in an efficient manner, prepare forecast that are pro actively
    communicated to the Kitchen Team.


  • Comply with hotel rules and regulations
    and provisions contained in the Employee Handbook.
  • Comply with the company grooming
  • Comply with Time and Attendance
  • Actively participate in training
    and development programs and maximize opportunities for self development.
  • Actively develop positive
    and effective communication between Club InterContinental team and all other
    operational departments.
  • Ability to work as part of
    a diverse team with colleagues from different viewpoints, culture and countries.
  • Replace colleagues at Guest
    Relations or Front Desk when necessary
  • Supervise and assist CID agents when necessary
  • Attend and actively
    participate in Team Briefings and departmental meetings


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

    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’

  • Greet guests at all times in a friendly and helpful
    manner and attempt to learn and use guests’ name at every opportunity.
  • Take action so as to guarantee that guests depart from the
    hotel with a positive impression of hotel services.
  • Attend to guests’ inquiries
    and requests, refer problems to Supervisor if he/she unable to assist.
  • Take personal interest and
    pride to ensure that the Club InterContinental Front and Back office areas are
    kept clean and in an orderly state at all times.
  • 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 higher results.
  • Responsible and attends to
    guest’s request of using the service of safety box at all times as well as
    Business Centre requests
  • Is fully aware
    of restaurant operating hours and specials / Spa facilities and services as
    well as other recreation options.
  • Register all
    arrivals according to established procedures.
  • Anticipate guests’ needs,
    to be aware of all written and spoken requests, to carry out these requests in
    a courteous and helpful manner.
  • Ensure all messages
    received for guests are passed on accurately and as quickly as possible.
  • Ensure a sound knowledge of
    the local area regarding history, places of interest and special events.
    Knowledgeable on where further information can be obtained.
  • Ensure all customers
    receive a fast, efficient and friendly service following the InterContinental
    Brand Standard Guidelines and the Standard of Operations Procedures of the
  • Perform tasks as directed
    by the Manager in pursuit of the achievement of business goals.
  • Actively participate in
    putting forward creative ideas to enhance Club InterContinental experience
    (Variety of F&B offer…etc)
  • 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 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.
  • Perform correct handling and updating of IHG
    Rewards Club Membership in Loyalty Connect and Opera.
  • Demonstrate understanding
    and awareness of all policies and procedures relating to Health, Hygiene,
    Security and Fire Life Safety as well as 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.
  • Must follow CID rules and
    to cover CID role as directed by the Manager.


  • Comply with the Company’s Code of Conduct.
  • Comply
    with discretionary information keeping
  • Align
    self with the company values, mission and desired behaviors.

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 work experience in a Front Office environment or equivalent. Is a team
player and have strong verbal and communication skills. He/She must be customer
oriented and is flexible to work in various shift.

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