FO Job Description – Guest Service Agent

Key Responsibilities
  • Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
  • Registers and rooms all arrivals according to established procedures
  • Maintains intimate knowledge of departmental standards and procedures
  • Cashes hotel guest’s personal and travelers checks and assists with currency exchange
  • Keeps abreast of all modifications to accounting policies and procedures
  • Responsible and attends to guest’s request of using the service of safety box at all times
  • Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, and also InterContinental Hotels Group Loyalty programs
  • Attends to guest’s complaints, inquiries and requests, referees problems to supervisor / Assistant Manager if He / she unable to assist
  • Is familiar with other InterContinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels
  • Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
  • Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
  • Performs the audit balances and prepares all works for audit in an orderly fashion
  • When on night shift, prepare all necessary forms for the guest arrival
  • Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read e-mail, messages, and how to interpret availability souces within the reservation systems
  • Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a ICHG Brand
  • Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times
  • Endeavors to maintain the high standards of the hotel with particular regard to the importance of ICHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
Occupational Health and Safety Responsibilities
  • Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
  • Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
  • Initiate action to correct a hazardous situation and notify supervisors of potential dangers.

Taking Responsibility

  • Strive for constant improvement and take responsibility for your own performance
  • Adhere to Inter Continental Hotel Group Corporate Code of Conduct
  • Adhere to Hotel Handbook and general policies and procedures
  • Adhere to Front Office Policies and Procedures
  • Report problems to Management with suggestions for resolution

Understanding My Job

  • Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
  • Understands how their role fits with others and contributes to the success of business
  • Understands the hotel’s facilities, products and services
  • Provides information when requested and promotes hotel’s services, facilities and special events
  • Implements department procedures and policies as needed

Customer Focus

  • Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
  • Anticipate guest needs, handle guest requires, and solve problems
  • Create a positive hotel image in every interaction with internal and external customers
  • Adhere to hotel brand standards
  • Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
  • Assist guests and escort them to locations within the hotel at their request
  • Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
  • Maintain current Hotel information to be able to provide information to guests


  • Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments
  • Communicate well to ensure effective shift hand-overs
  • Actively participate in organized meetings
  • Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication


  • Be open to new ideas and make changes in the job and routine as required
  • Work in line with business requirements
  • Complete tasks as directed by Management

Developing Self

  • Develop / update skill and knowledge (internally or externally) to reflect changed technology or changed work requirements
  • Seek feedback on areas of shortfall
  • Maximize opportunities for self development


  • Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision.
  • Follow standards, policies and procedures
  • Meet hotel attendance and grooming standards

Cultural Awareness

  • Work effectively with customers and colleagues from different viewpoints, cultures and countries