(PT) Agent Front Desk

IHG•Chicago, IL

1d•$26 - $28•Onsite

About The Position

The Agent Front Desk role involves welcoming guests, managing check-ins and check-outs, handling inquiries, processing transactions, and ensuring guest satisfaction. This position requires excellent communication and problem-solving skills, with a focus on providing friendly, prompt, and professional service. The role also includes administrative tasks such as recording guest preferences, managing reservations, and adhering to hotel safety protocols.

Requirements

Frequently standing up behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds / 23 kilograms
Handling objects, products and computer equipment
Basic computer skills to operate various property management and reservations systems, etc.
High School diploma /Secondary qualification or equivalent.
Must speak fluent English.

Nice To Haves

One year front office/guest service experience strongly preferred.
Proficiency in Opera is preferred but not essential.
Some college/university preferred.
Additional language skills preferred but not required depending on location of hotel.
Being passionate about people and service
Strong communication skills essential when interacting with guests and employees
Reading and writing abilities are used often when completing paperwork, logging issues/ complaints/requests/information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem solving, reasoning, motivating and training abilities are often used
Have the ability to work a flexible schedule including nights, weekends and/or holidays

Responsibilities

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests.
Check guests in, issue room keys, provide information on hotel services and room location.
Ensure required identification is taken from guests at check-in in line with local legislative requirements.
Answer phones in a prompt and courteous manner, utilizing their name several times during the conversation.
Up-sell rooms where possible to maximize hotel revenue.
Answer, record and process all guest calls, messages, requests, questions or concerns, faxes, etc.
Record guest preferences in the system, as well as service recovery process through tracking systems, such as HotSOS.
Check guests out, including resolving any late or disputed charges.
Accurately process all cash and credit card transactions using established procedures.
Issue, control and release guest safe-deposit boxes in line with hotel procedures.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Take action to solve guest problems/complaints using appropriate service recovery guidelines.
Follow established hotel safety protocols and procedures at all times.
Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
Routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
Perform other duties as assigned including guest room tours, concierge services, special guest requests, restaurant referrals, etc.