Front Desk Agent (Overnight) - InterContinental Los Angeles Downtown

IHG•Los Angeles, CA

16h•Onsite

About The Position

At IHG, we are looking for individuals who are passionate and dedicated to their work, prioritizing guest satisfaction. As part of the world's largest family of luxury hotels, we are proud ambassadors of the InterContinental® brand, committed to creating warm and sophisticated experiences for our guests. The InterContinental Los Angeles Downtown Hotel, located in the 73-story Wilshire Grand building, offers first-class hospitality in the heart of Downtown Los Angeles. As a Front Desk Agent, you will be crucial in providing a memorable guest experience, handling transactions, offering local insights, anticipating needs, and fostering a welcoming atmosphere that makes guests feel at home.

Requirements

High School diploma or equivalent
One year of front desk/guest service experience
Must speak fluent English
Ability to frequently stand up behind the desk and 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 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.
Willing and available to work all shifts, including overnight shifts as needed.
Full availability for overnight shifts.

Nice To Haves

Some college preferred
Other languages preferred

Responsibilities

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.
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.
Up-sell rooms where possible to maximize hotel revenue.
Answer phones in a prompt and courteous manner.
Welcome guests in a friendly, prompt and professional manner.
Register guests, issue room keys, provide information on hotel services and room location.
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 order to ensure total guest satisfaction.
May 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.