Front Desk Agent
IHG
Role Purpose
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location.
Key Accountabilities
* 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.
Key Skills & Experiences
* Communication skills - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to.
* Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
* Fluency in the local language - extra language skills would be great, but not essential.
* Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers
* Flexibility - night, weekend and holiday shifts are all part of the job.
* You'll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
* Experience - ideally you'll have spent at least one year in a front desk or guest service position.
* Strength - sometimes you'll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.
$20.5 per hour
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