Front Desk Agent

IHG•Joint Base Lewis McChord, WA

6d•Onsite

About The Position

The Front Desk Agent is responsible for checking in and checking out hotel guests in a timely and professional manner, processing all payments according to established procedures, and providing excellent guest service. This role is crucial in creating a welcoming and positive experience for all hotel visitors.

Requirements

High School diploma or equivalent
One year front desk/guest service experience
Must speak fluent English

Nice To Haves

Some college preferred
Other languages preferred

Responsibilities

Welcome guests in a friendly, prompt and professional manner.
Register guests, issue room keys, provide information on hotel services and room location.
Answer phones in a prompt and courteous manner.
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 and other reports, preparing deposit, and counting/securing assigned bank.
Issue, control and release guest safe-deposit boxes.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Respond appropriately to guest complaints and make appropriate service recovery gestures to ensure total guest satisfaction.
Book guest reservations for individuals and/or groups requested by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
Promote team work and quality service through daily communications and coordination with other departments.
Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.