Guest Relations Agent

Do you see yourself as a Guest Relations Agent? At IHG, we’re interested in YOU. 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.

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

The InterContinental Los Angeles Downtown Hotel is located in the Wilshire Grand building, standing 73 stories tall in the core of Downtown’s historic, entertainment, financial, arts, and sports districts. Ideally placed at the heart of the revitalized, energy-charged urban center of the United States’ second-largest city, the hotel provides first-class hospitality that seamlessly intertwines with the fabric of the burgeoning Downtown area.
Your Day to Day

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.
Deliver and/or coordinate the delivery 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.

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

High School diploma or equivalent and 1 year of guest/customer service experience. Hotel experience and some college preferred. Luxury hotel experience is a plus, but not required. Must speak fluent English. Other languages preferred.

https://careers.ihg.com/en/job-details/?jobref=Guest+Relations+Agent+-+InterContinental+Los+Angeles+Downtown%7cUS%7c153862#12296