Substitute - Guest Relations Agent at IHG in New York, New York

Job Description:

About us

About Us

Do you see yourself as an Guest Relations Agent? What's your passion? Whether you're into sports, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

The InterContinental New York Times Square is a refreshing sanctuary from the sights and sounds of NYC. Rising 36 stories above the world-famous Times Square District, crossroads of theater, dining, entertainment and business worlds, our luxury hotel is the quintessential New York City experience. Located at 44th Street and 8th Avenue, our Times Square hotel in midtown Manhattan is within walking distance to Broadway, as well as extraordinary shopping and fabulous restaurants. With a chic Manhattan residential feel encompassing natural elements, InterContinental Times Square features 607 guestrooms and 4 suites with floor-to-ceiling windows offering stunning panoramic views of the Manhattan skyline, Hudson River and Broadway district

Your day to day

JOB OVERVIEW:

Provide a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value.

DUTIES AND RESPONSIBILITIES:

• Greet VIP guests and conduct special check-in and check-out services for these guests. Communicate with Front Office about arriving VIP guests and communicate any changes needed for their stay in a timely and accurate manner.


• Identify return guests and VIP’s in advance. Assign premium guest rooms and coordinate closely with other departments to forward relevant information.


• Deliver and/or coordinate the deliver of services and/or amenities (such as flowers) to VIP guests. Collect and provide comprehensive information and coordinate VIP and/or Priority Club guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest.  Coordinate and/or confirm reservations as needed.


• Respond appropriately to guest requests and complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.  Log all guest complaints or concerns, coordinate the dispatch of work orders to the appropriate department and staff, and escalate appropriate issues to management.


• May provide assistance with florists, couriers, mail services, rental of small business machines, international calls, etc. for assigned guests.


• Perform other duties as assigned.

What we need from you

 Qualifications and Requirements:

High School diploma or equivalent and 1 year of guest/customer service experience. Hotel experience and some college preferred.  Must speak fluent English.  Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up or moving within the facility


• Carrying or lifting items weighing up to 50 pounds


• Handling objects, products and computer equipment


• Bending, stooping, kneeling

Other:

• Communication skills are utilized a significant amount of time when interacting with others; guests and third parties.


• Reading and writing abilities are utilized often when compiling departmental records, or guest registration and reservation information.


• Basic mathematical skills are used frequently.

May be required to work nights, weekends, and/or holidays.

What we offer

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So, what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.