Front Office Agent

Job Description

Job Description

Front Desk Agent

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 Responsibilities

• Welcome guests in a friendly, prompt, and professional manner, recognizing IHG Rewards Club members and returning guests
• Check guests in, issue room keys, and provide information on hotel services and room locations
• Ensure valid identification is obtained at check-in in accordance with local legislative requirements
• Answer phones promptly and courteously
• Up-sell rooms when possible to maximize hotel revenue
• Answer, record, and process all guest calls, messages, requests, questions, or concerns
• Record guest preferences accurately in the system
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions following established procedures
• Issue, control, and release guest safe-deposit boxes according to hotel procedures
• Communicate outstanding guest requests or issues to management for follow-up or monitoring
• Take appropriate action to resolve guest complaints using established service recovery guidelines
• Follow all hotel safety and security procedures at all times; immediately report any health, safety, or security concerns to the supervisor or manager on duty
• Book guest reservations for individuals and/or groups when requested; process cancellations and modifications
• Work collaboratively with other departments to ensure excellent service and quality
• Perform other assigned duties, including guest room tours, concierge services, and special guest requests

Qualifications and Requirements

• High School Diploma or equivalent required
• One (1) year of Front Desk or guest service experience strongly preferred
• Experience with Opera/Fidelio preferred but not required
• Some college or university coursework preferred
• Fluency in the local language required; additional language skills are a plus
• Strong customer service and hospitality mindset

Physical and Technical Requirements

This position requires the ability to:

• Stand for extended periods behind the front desk and in front office areas
• Lift and carry items weighing up to 50 pounds (23 kilograms)
• Handle objects, products, and computer equipment
• Use basic computer skills to operate property management and reservation systems

Additional Skills and Expectations

• Passion for people and service
• Strong verbal and written communication skills
• Ability to read and write effectively when completing logs, reports, and guest documentation
• Basic math skills for handling cash and credit transactions
• Strong problem-solving, reasoning, and decision-making abilities
• Ability to work a flexible schedule, including nights, weekends, and holidays

Benefits

We are proud to offer a competitive benefits package, including:

• Employee meals
• Free parking
• IHG hotel discounts
• Paid sick days
• Paid vacation
• Health insurance

Additional Information

We are a drug-free workplace and require verification of employment eligibility in accordance with applicable laws.