Agent Front Desk

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.