Front Desk Agent

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 math 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.

style="font-family: Aptos, sans-serif;">This property is located on
a US Military Installation. Successful completion of a Federal Background check,
conducted by the Installation Visitor's Center, will be required to access
the Installation. This is necessary in order to come to the hotel for
an interview for this position. If hired, this background check will be required
to be renewed annually at minimum.

DOD sponsored ID holders are not subject to
this process.