Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve
Job Summary
Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Education & Experience
• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
• Ability to participate in the creation of an enjoyable work environment
Job Duties & Functions
•Provide
timely and professional check-in/check-out services in accordance with
established scripting and standards.
Assist in supervising the front desk function; ensure staff is properly trained
including service expectations, hotel facilities and services, local
directions, property management and reservations systems, safety, and emergency
procedures, etc.
Monitor performance and recommend corrective or disciplinary action. Alert
management of potentially serious issues.
Up-sell rooms where possible to maximize hotel revenue.
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.
Routinely check in/check-out guests, answer phones, take reservations and
assist staff with job functions. May be responsible for issuing safe-deposit
boxes to guest and ensuring the security of keys.
Promote hotel services, facilities, and outlets; provide guests with
information such as local attractions and directions to increase guest
satisfaction.
Complete opening and closing shift duties and communicate any outstanding guest
requests or issues to management that may require additional monitoring or
follow-up.
Respond appropriately to guest complaints. Make appropriate service recovery
gestures in accordance with established guidelines.
Promote teamwork and quality service through daily communication and
coordination with other departments.
Perform other duties as assigned which may include guest room tours, concierge
services, special guest requests, etc.)
What We Need from You –
In the hotel industry we cater for our guest needs 24 hours a day, 7 days a
week.
Even though a shift will be assigned, on occasions we may require working
varying shifts across a 7-day period, including weekends, evenings, and public
holidays.
High School diploma or equivalent, plus one-year front office/guest relations
experience including some supervisory training/experience. Some college
preferred. Must speak fluent English. Other languages preferred.
Frequently standing up behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds
Handling objects, products, and computer equipment
Use a keyboard to operate various property management and reservations systems,
etc.
Communication skills are utilized a significant amount of time when interacting
with guests and employees.
Reading and writing abilities are utilized often.
Basic math skills are used frequently.
Problem solving, reasoning, motivating, and training abilities are often used.
May be required to work nights, weekends, and/or holidays.
What we Offer ─
We’ll reward all your hard work with a great salary and benefits – including a great room discount and superb training.
Benefits
- Paid time off
- Flexible schedule
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k)
- 401(k) matching
- Paid training