Part Time - Overnight - Front Desk Agent - ZYSOA

IHG•Fort Carson, CO

5h•Onsite

About The Position

This position involves managing hotel front desk duties during the night shift, approximately 11 PM - 7 AM. Key responsibilities include check-ins, guest requests, and crucial accounting and reporting tasks such as balancing daily transactions, verifying guest accounts, and preparing financial/operational reports for management. The role also involves creating a warm and memorable experience for guests, handling transactions, offering local insights, and anticipating their needs. As a Front Desk Agent, you will be the primary point of contact for guests, assisting with bookings, up-selling opportunities, managing cash and credit transactions, and ensuring swift check-ins and check-outs. You are expected to record guest preferences, handle messages, requests, questions, and concerns, and act as a trusted contact for all guest issues, escalating to management when necessary. Adherence to safety procedures, reporting incidents, and maintaining a professional appearance as a brand ambassador are also part of the role. Additionally, the position may include processing laundry.

Requirements

Communication skills (easy to talk to).
Problem-solving skills (turn issues into opportunities).
Fluency in the local language.
Literate and tech-savvy (good grasp of reading, writing, basic math and computers).
Flexibility (night, weekend and holiday shifts are all part of the job).
High school diploma or qualification.
At least one year in a front desk or guest service position.
Ability to lift, push, and pull objects up to 50lbs (23 kg), involving bending and kneeling.

Nice To Haves

Extra language skills.
A college or university degree.

Responsibilities

Manages hotel front desk duties (check-ins, guest requests) during the night shift (approx. 11 PM - 7 AM).
Performs crucial accounting and reporting tasks, balancing daily transactions, verifying guest accounts, and preparing financial/operational reports for management.
Processes laundry (may be included).
Checks-in/check-out hotel guests in a timely and professional manner.
Processes all payments per established procedures.
Be the warm welcome that kicks off a memorable guest experience.
Acknowledges IHG Rewards Club members and returning guests, in person or on the phone.
Takes and manages guest bookings, up-selling opportunities and telling them about ways to improve their stay.
Handles cash and credit transactions.
Starts every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
Stays one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions, and concerns.
Be a trusted contact for all guests.
Helps guests with anything from bill issues to local knowledge, and loops in management when necessary.
Stays safe all the time by following safety procedures, reporting all incidents and wearing any protective gear needed.
Takes pride in appearance and place as a brand ambassador.
Always knows what events and activities are on the day’s schedule.
Jumps into other ad-hoc duties when colleagues need help.