As a Club Lounge Agent you are responsible for the satisfaction of VIP Guests throughout their stay at the hotel by ensuring that enquiries receive responses and advice and information is delivered when requested. Promote the desired work culture by living the 5 winning ways value – Do the Right thing, Show we care, Aim Higher, Celebrate Difference, Work better together.

Your day-to-day

• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Schedule employees to ensure proper coverage. Communicate and enforce policies and procedures. Monitor performance and recommend disciplinary or other staffing/human resources[1]related actions in accordance with company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained, and certified as required, and have the tools and equipment needed to effectively carry out their job functions.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

What we need from you

• Strong understanding/experience of Hotel Operations in a multi-cultural environment.
• High level of drive for results; adaptable and flexible with the ability to build relationships.
• Excellent guest relations, problem-solving and time management skills.
• Excellent written and verbal communication in English. Arabic is plus.

What we offer

In return, we offer competitive pay and benefits, and a chance to work with a great team of talented people. Most importantly, we’ll give you the room to be yourself. So what’s your passion? Please get in touch if this position matches your skills and interests and tell us how you could bring your individual competencies by clicking “Apply Online”

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing

framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.