Front Desk Agent Overnight-PT-Fort Meade

IHG•Fort Meade, MD

1d•$18 - $20

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 may be required to work other shifts, weekends, and/or holidays. The position welcomes and assists guests, handles guest requests and complaints, supports reservations, and coordinates with hotel departments. It also processes financial transactions and accounting reports, and may perform additional duties such as guest room tours and concierge services. The role is classified as non-exempt and is subject to overtime in accordance with federal and state regulations.

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 interaction with guests and employees.
Reading and writing abilities.
Basic math skills.
Problem-solving, reasoning, motivating, and training abilities.
Availability to work the overnight shift; may also be required to work other shifts, weekends, and/or holidays.

Nice To Haves

Some college.
Ability to speak other languages.

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.
Process cash and credit card transactions according to established procedures, including posting charges, completing cashier and other reports, preparing deposits, and counting and securing the assigned bank.
Complete and transmit daily accounting reports and prepare them for review by hotel management.
Issue, control, and release guest safe-deposit boxes.
Communicate outstanding guest requests or issues to management when monitoring or follow-up may be needed.
Respond to guest complaints and make appropriate service-recovery gestures to ensure guest satisfaction.
Book guest reservations by phone or from within the hotel as needed, and process cancellations, revisions, and 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.