Guest Experience Agent (Desk & Telephone)

**Guest Service Excellence**

Welcome guests warmly and ensure smooth check-in and check-out processes in accordance with IHG standards.

Anticipate guest needs and proactively offer assistance to create memorable experiences.

Manage guest requests, complaints, and feedback efficiently, ensuring timely follow-up and resolution.

Coordinate with other departments (Housekeeping, Food & Beverage, Engineering, Security, etc.) to ensure guest satisfaction.

Recognize IHG One Rewards members and deliver the appropriate benefits and recognition for each membership tier.

**Guest Experience & Engagement**

Conduct guest room inspections, welcome calls, and departure calls for key guests and loyalty members.

Monitor guest satisfaction through Medallia and respond to online feedback or guest surveys in coordination with the Guest Experience Manager.

Support the implementation of brand initiatives like **“Crowne Meetings ...