Front Desk Agent Overnight

IHG•Petersburg, VA

2d•$18 - $18

About The Position

The Front Desk Agent checks hotel guests in and out in a timely and professional manner and processes payments according to established procedures. This role works the overnight shift in the Front Office and provides guest assistance, handles transactions and accounting reports, and coordinates with hotel management and other departments. The position is classified as non-exempt and is subject to overtime in accordance with federal and state regulations. The listed duties and qualifications describe the key work performed but are not exhaustive.

Requirements

High school diploma or equivalent.
One year of front desk or guest service experience.
Fluent English.
Ability to frequently stand behind the desk and in front office areas.
Ability to carry or lift items weighing up to 50 pounds.
Ability to handle objects, products, and computer equipment.
Ability to use a keyboard to operate property management and reservation systems.
Communication skills for frequent interactions with guests and employees.
Reading and writing abilities.
Basic math skills.
Problem-solving, reasoning, motivating, and training abilities.
Required to work the overnight shift; may also be required to work other shifts, weekends, and/or holidays.

Nice To Haves

Some college preferred.
Knowledge of other languages preferred.

Responsibilities

Welcome guests in a friendly, prompt, and professional manner.
Register guests, issue room keys, and provide information about hotel services and room locations.
Answer phones promptly and courteously.
Upsell rooms where possible to maximize hotel revenue.
Accurately process cash and credit card transactions, post charges, complete cashier and other reports, prepare deposits, and count and secure the assigned bank.
Complete and transmit daily accounting reports for review by hotel management.
Issue, control, and release guest safe-deposit boxes.
Communicate outstanding guest requests or issues to management when additional monitoring or follow-up may be needed.
Respond appropriately to guest complaints and make service recovery gestures to support guest satisfaction.
Book individual and group guest reservations by phone or within the hotel as needed, and process cancellations, revisions, and information updates.
Promote teamwork and quality service through daily communication and coordination with other departments.
Perform other assigned duties, including guest room tours, concierge services, and special guest requests.