Front Desk Agent

As the "face" of the hotel, Front Desk Staff play a crucial role in creating a positive first impression and supporting a comfortable stay for guests. Responsibilities include managing check-in and check-out processes, providing special attention to VIP guests, and promptly and courteously responding to guest requests. It is essential to offer IHG One Rewards and Ambassador benefits while delivering the highest level of hospitality, in line with hotel standards. DUTIES AND RESPONSIBILITIES Report directly to and communicate with the Front Office Manager Provide IHG One Rewards and InterContinental Ambassador benefits and recognition Maintain profiles and information of VIPs and regular guests Conduct check-in and check-out processes according to brand standards Manage room assignments, amenities, and special requests for guests Achieve monthly upselling targets Respond to guest and inter-departmental inquiries (via phone, email, and in person) Accurately process cash and credit card transactions in accordance with established procedures. Maintain standards of conduct, uniform, appearance, and grooming based on the employee handbook Ensure knowledge of metrics scores and targets Communicate any outstanding guest requests or issues to management that may require Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction. #J-18808-Ljbffr