Front Desk Agent PM

Job Description

Job Description

Job Details: 

• 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.

Hotel Front Desk Clerk Education and Training Requirements:

• A minimum of a high school diploma is often a requirement as a Hotel Front Desk Clerk, but some hiring managers may prefer a bachelor’s degree. 
• Relevant industries include sales, customer service and computers. 
• Most hotel clerks will receive on-the-job training in the first few weeks in the position. 
• A new front desk clerk may work with an experienced front desk clerk until they are ready to manage the expected tasks on their own.

Hotel Front Desk Clerk Skills and Qualifications:

• Computer knowledge: Basic knowledge of computers is required as a Hotel Front Desk Clerk. Hotel clerks will often use computers to check in guests, create invoices and manage online bookings.
• Communication: Strong verbal and nonverbal communication skills are important as a Hotel Front Desk Clerk. Hotel clerks will use active listening skills to understand the individual needs of each customer. They will also use nonverbal skills to identify a guest’s satisfaction or dissatisfaction with their stay.
• Customer service: Customer service skills are a requirement as a Hotel Front Desk Clerk. Front desk clerks work with guests when checking in, checking out and when guests request information from the front desk. 
• Problem-solving: Guests will often come to the Hotel Front Desk Clerk with problems. The ability to identify and overcome a problem can be useful in the Hotel Front Desk Clerk role.
• 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.

We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training. 

Join us and you’ll become part of the family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.