IHG Guest Relations Agent - InterContinental Chicago Magnificent Mile in Chicago, Illinois

Guest Relations Agent - InterContinental Chicago Magnificent Mile

Job Number R148234

Hotel Brand: InterContinental Hotels

United States - United States - Illinois - Chicago


About us


InterContinental Chicago is a lot like the city itself; historic but hip, refined but relaxed, cultured but comfortable. A member of Michigan Avenue's architectural elite since 1929, our hotel is within easy reach of Chicago's incomparable museums, stores, theatres and restaurants. Navy Pier, Shedd Aquarium and Oak Street Beach are minutes away.

The InterContinental Hotel Group owns, operates and franchise more than 9,000 hotels, 120 million stays per year in nearly 100 countries. Our people lie at the heart of our business - and by bringing your expertise and passion to IHG; you will help us to achieve our goal of creating Great Hotels Guest Love.

Your day to day

The Career Opportunity: Guest Relations Agent


  • Meets on a regular basis with the Guest Relations Supervisor for information and discussion of Guest Relations operations Implementation of the Hotel's VIP Programs

  • Greets VIP guests

  • Presents a professional, approachable and friendly manner to all guests

  • Identifies return guests and VIPs

  • Communicates with Front Office, Room Service, Housekeeping about arriving VIP guests or any changes/needs to their stay

  • Responsible for taking care of any guest complaints independently

  • Responsible for making all guests feel welcomed, important and comfortable and going above and beyond (with in reason) to make a guest satisfied

  • Answering all questions quickly and efficiently from guests Knowledge of hotel's computer systems for Reservations, Front Desk, Guest History, Manager and Inquiry

  • Provides for guests, comprehensive information about hotel services, places of interest, restaurants, doctors, sightseeing tours, and any other information of interest

  • Assists VIP guests as required with, but not limited to, theater/airline/rail tickets, and restaurant reservations. Provides transportation and other services offered by the hotel, which require outside assistance. Provides guests with information on outside facilities

  • Arranges for outside errands requested by guests

  • Handles all guests' services, such as mail, keys, postage, messages and paging

  • Remains aware of all activities taking place in the hotel; familiar with the daily function sheet and VIP arrivals.

  • At IHG we are committed to providing our employees with a safe, secure and healthy workplace. It is your responsibility to comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures

  • Overviews and coordinates the arrival guest list of the day and assigns rooms accordingly, taking all guest requests and special reservation notes into consideration

  • Overviews and coordinates the arrival guest list for the upcoming weeks and assigns rooms accordingly, taking all guest requests and special reservation notes into consideration

  • Responsible for coordinating early arrival rooms and waiting rooms with appropriate departments (e.g. Housekeeping, Engineering and Food and Beverage Department) during the day, to avoid long waiting times for guests

  • Responsible for arranging a smooth, daily turnover in rooms, to avoid guest waiting time

  • Controls the hotel occupancy and balances overbooking in room categories day by day

  • Perform other duties, tasks and special projects as assigned.

What we need from you


  • Must speak fluent English, using correct grammar

  • Must be able to maintain a highly positive and friendly image that will reflect well on hotel's overall appearance

  • Excellent organizational and communication skills

  • Pays attention to details

  • Ability to input and access data in computer

  • Ability to understand guest inquiries and provide responses

  • Ability to promote positive relations with all individuals who approach to the Front Desk, and by telephone

  • Ability to focus on guests' needs, remaining calm and courteous

  • Ability to think clearly, quickly and make concise decisions

  • Ability to prioritize, organize and follow-up

  • Ability to work well under pressure of # of arrivals/departures within any given period of time

  • Ability to focus attention on details

  • Ability to maintain confidentiality of all guests and hotel information

  • Ability to ensure security of guestroom access

  • Ability to remain stationary at assigned post for extended periods of time

What we offer

Whats your passion? Whether you're into sports, shopping or karaoke, at IHG we're interested in YOU.

At IHG 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.

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Do you see yourself as a Guest Relations Agent? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer M/F/D/V.