Front Desk Guest Service Agent
Location: Holiday Inn Kyoto Gojo
Job SummaryAt Holiday Inn, we believe travel should be comfortable, welcoming, and feel a little like home. As a Front Desk Guest Service Agent, you will be the first and last impression of our hotel, playing a vital role in creating positive, memorable guest experiences. You will manage front office operations efficiently while delivering friendly, professional, and personalized service in line with IHG brand standards.
Key Responsibilities- Accurately process all guest payments, including cash and credit cards, in accordance with established procedures
- Manage guest deposits and oversee the use of safety deposit boxes
- Promote room upgrades to maximize hotel revenue
- Complete required reports and assist with cash handling and bank deposit preparations
- Greet guests in a friendly and professional manner and provide information about hotel services and local attractions
- Ensure all guest requests are handled promptly and efficiently
- Communicate special requests or guest issues to the management team and follow up as necessary
- Answer telephone calls promptly and courteously, ensuring effective communication with all departments
- Perform guest check-in and check-out procedures, ensuring a smooth and efficient experience
- Handle guest concerns and complaints professionally and promptly to ensure complete guest satisfaction
- Make, modify, cancel, and update guest reservations
- Provide information on sightseeing spots, restaurants, and local activities
- Engage with guests in a way that makes them feel valued, appreciated, and special
- Promote teamwork and coordinate effectively with other departments to deliver high-quality service
- Maintain cleanliness and organization of the guest service area to enhance the hotel and brand image
- Protect the confidentiality of guest information and comply with data security policies
- Prepare end-of-shift reports and organize operational documentation as required
- Previous experience in front office, guest services, or customer-facing roles preferred
- Hospitality industry experience is an advantage, but not essential
- Strong communication and interpersonal skills
- Ability to remain calm and professional in a fast-paced environment
- Basic computer skills and willingness to learn hotel systems
- Ability to work shifts, including weekends and holidays
- Japanese language proficiency required; English communication skills preferred
- Competitive salary and benefits package
- Opportunities for career development within IHG Hotels & Resorts worldwide
- Comprehensive training and support
- Employee room rate discounts across IHG hotels globally
- A diverse, inclusive, and supportive workplace culture
At IHG, we are committed to creating inclusive teams where everyone feels they belong. We celebrate individuality, encourage growth, and support each other to be our best — for our guests and for one another.
職種:ゲストサービスエージェント(フロントオフィス)勤務地: ホリデイ・イン京都五条
職務概要Holiday Innでは、「心地よく、安心できる滞在体験」を大切にしています。
ゲストサービスエージェントは、ホテルの第一印象・最後の印象を担う重要なポジションです。フロントオフィス業務全般を通じて、IHGのブランド基準に基づいた、温かくプロフェッショナルなサービスを提供していただきます。
- 現金、クレジットカードなどのすべての支払いを、定められた手順に従って正確に処理
- ゲストのデポジット管理およびセーフティボックスの貸出対応
- 客室アップグレードの提案を行い、ホテルの収益最大化に貢献
- 各種レポートの作成、現金管理および銀行振込備の補助
- ゲストをフレンドリーかつプロフェッショナルにお迎えし、ホテルサービスや周辺情報を案内
- すべてのゲストリクエストに迅速かつ効率的に対応
- 特別なリクエストや問題点をマネージメントチームへ共有し、必要なフォローアップを実施
- 電話対応を迅速かつ丁寧に行い、他部署との円滑なコミュニケーションを確保
- チェックイン・チェックアウト業務を行い、スムーズで快適な体験を提供
- ゲストからの懸念や苦情に迅速かつ誠実に対応し、ゲスト満足度の向上を図る
- 予約の作成、変更、キャンセル、更新の対応
- 観光地、レストラン、アクティビティなどの情報提供
- ゲスト一人ひとりが「大切にされている」と感じられる対応を実施
- 他部門と連携し、チームワークを大切にしたサービス提供
- ゲストサービスエリアの整理整頓を維持し、ブランドイメージを向上
- ゲスト情報の機密性を遵守し、データセキュリティポリシーに従った対応
- シフト終了時のレポート作成および書類整理
- フロント業務、接客、またはカスタマーサービスの経験があれば尚可
- ホテル業界未経験の方も歓迎
- 高いコミュニケーション能力とホスピタリティマインド
- 忙しい環境でも冷静に対応できる方
- 基本的なPCスキル(ホテルシステムは入社後にトレーニングあり)
- 土日祝日を含むシフト勤務が可能な方
- 日本語必須/英語でのコミュニケーションができる方歓迎
- 経験・スキルを考慮した給与体系
- IHGグループ国内外ホテルでの社員割引制度
- キャリアアップを支援する研修・育成制度
- 多様性を尊重する、働きやすい職場環境
IHGでは、一人ひとりの個性と成長を大切にしています。
ゲストのために、そして自分自身のキャリアのために、私たちと一緒に次の一歩を踏み出してみませんか。
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