About The Position
The Front Desk Agent creates a warm, memorable guest experience by managing front desk transactions, providing local information, and anticipating guests’ needs. The role includes welcoming guests, processing check-ins and check-outs, managing bookings and payment transactions, and addressing guest requests and concerns. Agents acknowledge loyalty program members and returning guests, share opportunities to improve guests’ stays, follow safety procedures, and serve as brand ambassadors. They also stay informed about the day’s events and activities and assist colleagues with other duties as needed.
Requirements
- Strong communication skills and an approachable manner.
- Problem-solving skills.
- Fluency in the local language.
- Reading, writing, basic mathematics, and computer skills.
- Flexibility to work night, weekend, and holiday shifts.
- High school diploma or equivalent qualification.
- Ability to lift, push, and pull objects up to 50 lbs (23 kg), including bending and kneeling.
Nice To Haves
- Additional language skills.
- A college or university degree.
- At least one year of experience in a front desk or guest service position.
Responsibilities
- Offer an enhanced experience to every guest upon check-in and provide a warm welcome.
- Acknowledge IHG Rewards Club members and returning guests in person or by phone.
- Take and manage guest bookings, identify up-selling opportunities, and explain ways to improve guests’ stays.
- Handle cash and credit transactions.
- Check guests in and out, collect IDs, provide room keys, and control and release safety deposit boxes.
- Record and act on guest preferences and handle messages, requests, questions, and concerns.
- Assist guests with matters such as billing issues and local information, and involve management when necessary.
- Follow safety procedures, report incidents, and wear protective gear as needed.
- Maintain a professional appearance and act as a brand ambassador.
- Stay informed about the day’s events and activities.
- Assist colleagues with ad hoc duties as needed.
Benefits
- Paid time off.
- Medical, dental, and vision insurance.
- 401(k).
- Hotel discounts worldwide.
- Access to a variety of discount programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
