Front Desk Agent PM

KMG Hotels•Leawood, KS

12d•Onsite

About The Position

Be the warm welcome that kicks off a memorable guest experience. Acknowledge IHG Rewards Club members and returning guests, in person or on the phone. Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay. Handle cash and credit transactions. Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes. Stay 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. Help them with anything from bill issues to local knowledge, and loop in management when necessary. Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed. Take pride in your appearance and place as a brand ambassador. Always know what events and activities are on the day’s schedule. Jump into other ad-hoc duties when your colleagues need your help.

Requirements

Basic knowledge of computers is required.
Strong verbal and nonverbal communication skills are important.
Use active listening skills to understand the individual needs of each customer.
Use nonverbal skills to identify a guest’s satisfaction or dissatisfaction with their stay.
Customer service skills are a requirement.
Work with guests when checking in, checking out and when guests request information from the front desk.
Ability to identify and overcome a problem can be useful.
Take IDs.
Control and release safety deposit boxes.
Follow safety procedures.
Wear any protective gear needed.
Take pride in your appearance and place as a brand ambassador.

Nice To Haves

Some hiring managers may prefer a bachelor’s degree.
Relevant industries include sales, customer service and computers.
Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.

Responsibilities

Check in customers using computer programs and equipment and provide guests with directions to their room.
Inform customers of all on-site amenities and any relevant information that is needed to use them.
Handle and resolve guest complaints.
Invoice and bill guests for their stay and services used.
Communicate with guests to better understand their individual needs to provide them with the best service possible.
Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
Handle cash and credit transactions.
Swiftly check guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
Record and act on guest preferences, and handle their messages, requests, questions and concerns.
Help guests with anything from bill issues to local knowledge, and loop in management when necessary.
Report all incidents and wear any protective gear needed.
Know what events and activities are on the day’s schedule.
Jump into other ad-hoc duties when your colleagues need your help.