Job Purpose
The Front Desk Agent is often the first point of contact and the first impression for our guests. Warm, knowledgeable service and helpful guidance reassure guests that they’ve made the right choice by staying with us. Front Desk Agents deliver a great guest experience by checking guests in and out efficiently and ensuring they have everything they need for a comfortable and memorable stay.
Duties and ResponsibilitiesWelcome guests in a friendly, prompt, and professional manner, recognizing IHG Rewards Club members and returning guestsCheck guests in, issue room keys, and provide information on hotel services and room locationsEnsure valid identification is obtained at check-in in accordance with local legislative requirementsAnswer phones promptly and courteouslyUp-sell rooms when possible to maximize hotel revenueAnswer, record, and process all guest calls, messages, requests, questions, or concernsRecord guest preferences accurately in the systemCheck guests out, including resolving any late or disputed chargesAccurately process all cash and credit card transactions following established proceduresIssue, control, and release guest safe-deposit boxes according to hotel proceduresCommunicate outstanding guest requests or issues to management for follow-up or monitoringTake appropriate action to resolve guest complaints using established service recovery guidelinesFollow all hotel safety and security procedures at all times; immediately report any health, safety, or security concerns to the supervisor or manager on dutyBook guest reservations for individuals and/or groups when requested; process cancellations and modificationsWork collaboratively with other departments to ensure excellent service and qualityPerform other assigned duties, including guest room tours, concierge services, and special guest requestsQualifications and RequirementsHigh School Diploma or equivalent requiredOne (1) year of Front Desk or guest service experience strongly preferredExperience with Opera/Fidelio preferred but not requiredSome college or university coursework preferredFluency in the local language required; additional language skills are a plusStrong customer service and hospitality mindsetPhysical and Technical RequirementsThis position requires the ability to:
Stand for extended periods behind the front desk and in front office areasLift and carry items weighing up to 50 pounds (23 kilograms)Handle objects, products, and computer equipmentUse basic computer skills to operate property management and reservation systemsAdditional Skills and ExpectationsPassion for people and serviceStrong verbal and written communication skillsAbility to read and write effectively when completing logs, reports, and guest documentationBasic math skills for handling cash and credit transactionsStrong problem-solving, reasoning, and decision-making abilitiesAbility to work a flexible schedule, including nights, weekends, and holidaysBenefitsWe are proud to offer a competitive benefits package, including:
Employee mealsFree parkingIHG hotel discountsPaid sick daysPaid vacationHealth insuranceAdditional InformationWe are a drug-free workplace and require verification of employment eligibility in accordance with applicable laws.
