Agent Front Desk

Job Title

Job Description

Duties and responsibilities:

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests.

Check guests in, issue room keys, provide information on hotel services and room location.

Ensure required identification is taken from guests at check-in in line with local legislative requirements.

Answer phones in a prompt and courteous manner, utilizing their name several times during the conversation. Depending on shift, you may also input guest walk-up calls into the call sheet/system.

Up-sell rooms where possible to maximize hotel revenue.

Answer, record and process all guest calls, messages, requests, questions or concerns, faxes, etc.

Record guest preferences in the system, as well as service recovery process through tracking systems, such as Hot SOS. This may also involve working with Engineering and other departments to help fix guest issues.

Check guests out, including resolving any late or disputed charges.

Accurately process all cash and credit card transactions using established procedures.

Issue, control and release guest safe-deposit boxes in line with hotel procedures.

Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up, such as Lost & Found inquiries, conference/catering questions, etc.

Take action to solve guest problems/complaints using appropriate service recovery guidelines.

Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.

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

Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

Perform other duties as assigned including guest room tours, concierge services, special guest requests, restaurant referrals, etc.

Qualifications and requirements: High School diploma /Secondary qualification or equivalent. One year front office/guest service experience strongly preferred. Proficiency in Opera is preferred but not essential. Some college/university preferred. Must speak fluent English. Additional language skills preferred but not required depending on location of hotel.

This job requires ability to perform the following:

Frequently standing up behind the desk and front office areas

Carrying or lifting items weighing up to 50 pounds / 23 kilograms

Handling objects, products and computer equipment

Basic computer skills to operate various property management and reservations systems, etc.

Other:

Being passionate about people and service

Strong communication skills essential when interacting with guests and employees

Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc.

Basic math skills are used frequently when handling cash or credit.

Problem solving, reasoning, motivating and training abilities are often used

Have the ability to work a flexible schedule including nights, weekends and/or holidays

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

The salary range for this role is $26.24 to $28.42. This is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

About Us

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognized and respected wherever they are in the world. Want to be part of the journey?

About the Team

As the world's first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you'd like to embrace a world of opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

Job Info

Job Identification 164885

Job Category Hotel-Operations

Locations 505 North Michigan Ave, Chicago, IL, 60611, US