Guest Experience Agent | Crowne Plaza Kathmandu Pulchowk

At Crowne Plaza Kathmandu Pulchowk, we believe in the beauty of balance, where contemporary elegance, purposeful service, and meaningful connections come together. Nestled in the vibrant heart of city, our new upcoming hotel offers 175 thoughtfully designed rooms, exceptional dining destinations, rejuvenating wellness spaces, and versatile venues for inspired meetings and events.

We create truly memorable experiences through exceptional service, seamless event execution, and meaningful guest connections. But could you be the one making every arrival feel special and every guest feel genuinely welcomed? We’re searching for a Guest Experience Agent to join our Front Office team and deliver warm, personalized, and efficient service throughout the guest journey at Crowne Plaza Kathmandu Pulchowk.

A little taste of your day-to-day:

Every day is different, but you’ll mostly be:

● Welcoming guests with genuine warmth and professionalism, creating a positive first impression upon arrival
● Assisting with check-in and check-out procedures accurately and efficiently in accordance with hotel standards
● Providing personalized assistance throughout the guest journey, from arrival through departure, while anticipating guest needs
● Handling guest enquiries, requests, and concerns promptly and ensuring appropriate follow-up until resolution
● Providing accurate information about hotel facilities, services, dining options, local attractions, transportation, and other relevant guest services
● Coordinating closely with Housekeeping to monitor and communicate room status, room readiness, special requests, and priority rooms
● Working closely with Concierge, Reservations, Food & Beverage, Engineering, Security, and other departments to ensure seamless guest service
● Reviewing guest profiles, preferences, special occasions, VIP arrangements, and other relevant information to personalize the guest experience
● Assisting with room assignments, room changes, upgrades, early arrivals, late departures, and other guest requirements as directed
● Handling guest payments, billing enquiries, deposits, and other Front Office transactions accurately and in accordance with hotel procedures
● Promoting hotel facilities, services, dining experiences, room upgrades, and other relevant offerings to enhance the guest experience and support hotel revenue
● Maintaining accurate guest records, preferences, requests, and service recovery information in the hotel system
● Handling guest complaints and service recovery situations with empathy, professionalism, and appropriate urgency, escalating matters when required
● Assisting VIPs, long-stay guests, repeat guests, and special occasion guests with personalized service and attention to detail
● Maintaining a clean, organized, and welcoming Front Office and lobby environment
● Supporting Front Office colleagues during peak periods and assisting with other Front Office responsibilities as required
● Following hotel standards and procedures relating to guest privacy, cash handling, security, health and safety, and workplace standards as required by local regulations

What We need from you:

● Diploma or higher education qualification in Hotel Management, Hospitality, Tourism, or related field preferred
● Previous experience in Front Office, Guest Relations, Concierge, or another guest-facing hotel role preferred; freshers with the right attitude and potential may also be considered
● Basic understanding of Front Office operations, including check-in, check-out, room status, guest requests, and hotel services
● Strong passion for guest service and creating warm, personalized, and memorable experiences
● Excellent communication, interpersonal, and problem-solving skills
● Warm, confident, approachable, and professional personality with a genuine interest in interacting with guests
● Good attention to detail and ability to manage multiple guest requests and operational priorities simultaneously
● Good computer skills and familiarity with hotel Property Management Systems preferred
● Ability to handle cash, payments, and guest information accurately and responsibly
● Excellent command of English; knowledge of Nepali and other languages is an advantage
● Positive attitude, willingness to learn, and ability to work effectively as part of a diverse Front Office team
● Ability to work flexible shifts, including nights, weekends, and public holidays, based on business requirements
● Knowledge of hotel service standards, guest privacy, health and safety, and workplace standards as required by local regulations

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

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.