Front Desk Agent - InterContinental Indianapolis

IHG•Indianapolis, IN

6d•Onsite

About The Position

The InterContinental Indianapolis, brings urban luxury and timeless style to Monument Circle. The landmarked Illinois Building has been restored to feature 170 Modern Guestrooms, 17 Luxurious Suites, Lobby Lounge and a stunning Rooftop Bar with iconic views of Monument Circle. Explore our very own InterContinental® Hotels & Resorts – a truly international brand. Discover a modern, globally-focused culture where world travelers feel at home. Live the InterContinental life. You’ll find us in beautifully restored buildings and many exciting new developments. With 60 properties in the pipeline, our extraordinary world is set to expand. At IHG we promise to give colleagues… Room to Belong: Enable Room to Grow: Enrich Room to Make a Difference: Empower The InterContinental creates exceptional experiences through our Brand Values by being: Thoughtful Cultured Remarkable We cultivate an engaging environment for our colleagues and guests by enlivening our IHG Core Values: Do the right thing Show we care Aim higher Celebrate difference Work better together

Requirements

Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories.
Fluency in the local language - extra language skills would be great, but not essential.
Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math and computers
Flexibility - night, weekend and holiday shifts are all part of the job.
You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
Experience - ideally, you’ll have spent at least one year in a front desk or guest service position.
Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling. Also, for standing for long periods of time.

Nice To Haves

A college or university degree would be a bonus, but not essential.
Extra language skills would be great, but not essential.

Responsibilities

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.
Being our guests trusted contact – helping with everything from bill issues to restaurant recommendations
Answer phones in a prompt and courteous manner.
Register guests, issue room keys, provide information on hotel services and room location.
Communicate with any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Kicking off truly memorable guest experiences with the warmest of welcomes.
Respond appropriately to guest complaints. Make appropriate service recovery gestures 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.
Acknowledging IHG Rewards Club members and returning guests in person or over the phone
Staying one step of our guests’ needs to anticipate requests and offer tailored recommendations