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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