Key Responsibilities Guest Experience & Front Desk Operations

Provide a warm welcome, professional check-in and check-out, and seamless service throughout the guest journey.
Communicate confidently in Mandarin Chinese and English to assist Chinese-speaking guests and facilitate their understanding of hotel services.
Handle guest inquiries, concerns, and feedback with genuine care and service recovery skills.
Promote hotel facilities, restaurants, and guest experiences with an upsell and loyalty mindset.
Maintain guest profiles and preferences in Opera PMS for personalized service.

Loyalty & Brand Experience

Recognize and engage IHG One Rewards members, delivering personalized recognition and benefits.
Create luxury loyalty experiences by remembering guest preferences and anticipating needs.
Support Club InterContinental and VIP arrivals with additional care and attention when required.

Team Collaboration & Communication

Coordinate with Concierge, Housekeeping, Engineering, and other departments to fulfill guest requests.
Assist with translation support for other departments (e.g., Bell, Room Service, Spa) as needed.
Ensure timely and accurate communication in the Front Office logbook and guest service tracking systems.

Safety & Procedures

Follow hotel and IHG Way of Clean standards to maintain hygiene and cleanliness at the front desk.
Report safety concerns and follow emergency procedures if required.
Uphold all data protection and cash handling procedures with accuracy and integrity.

Qualifications & Skills

Previous experience in Front Office or guest-facing role in a luxury or international hotel preferred.
Excellent communication skills in Mandarin Chinese (native/fluent) and English.
Strong interpersonal skills, positive attitude, and passion for delivering memorable service.
Proficiency in Opera PMS and Microsoft Office is an advantage.
Well-groomed, professional, and calm under pressure.

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Guest Service Agent / Guest Service Supervisor

Guest Service Agent (Chinese Speaking) at InterContinental Chiang Mai The Mae Ping