Agent Front Desk

Negotiable

InterContinental Hotels Group PLC

Experience

1-3 years

Job Type

Full Time

Location

United States, Chicago

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Job Description

Duties and responsibilities:

• Welcome guests in a friendly,
prompt and professional manner recognizing IHG Rewards Club Members

class="BulletPoints" style="line-height: 13.5pt; margin: 0in 0in 8pt;
text-indent: 0in;"> and
also returning guests.

• Check guests in, issue room
keys, provide information on hotel services and room location.

class="BulletPoints" style="line-height: 13.5pt; margin: 0in 0in 8pt;
text-indent: 0in;">• Ensure required
identification is taken from guests at check-in in line with local legislative
requirements.

• Answer phones in a prompt
and courteous manner, utilizing their name several times during
the conversation.
Depending on shift, you may also input guest walk-up calls into the call
sheet/system.

• Up-sell rooms where possible
to maximize hotel revenue.

• Answer, record and process
all guest calls, messages, requests, questions or concerns, faxes, etc.

class="BulletPoints" style="line-height: 13.5pt; margin-bottom: 8pt;"> style="color: rgb(142, 98, 0);">•
Record guest preferences in the system, as well as service
recovery process through tracking systems, such as Hot SOS.
This may also involve working with Engineering and other departments
to help fix guest issues.

• Check guests out, including
resolving any late or disputed charges.

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Accurately process all cash and credit card transactions using
established procedures.

• Issue, control and release
guest safe-deposit boxes in line with hotel procedures.

class="BulletPoints" style="line-height: 13.5pt; margin-bottom: 8pt;"> style="color: rgb(142, 98, 0);">•
Communicate any outstanding guest requests or issues to management
that may require additional monitoring or follow-up, such as Lost & Found
inquiries, conference/catering questions, etc.

style="line-height: 13.5pt; margin: 0in 0in 8pt; text-indent: 0in;"> style="color: rgb(142, 98, 0);">•
Take action to solve guest problems/complaints using appropriate
service recovery guidelines.

• Follow established hotel
safety protocols and procedures at all times. Immediately
report any health and safety incident, security breaches, concerns
or suspicious behavior to the supervisor or manager on duty.

class="BulletPoints" style="margin-left: 0in; text-indent: 0in;"> style="color: rgb(142, 98, 0);">•
May routinely book guest reservations for individuals and/or
groups that are requested either by

class="BulletPoints" style="margin-left: 0in; text-indent:
0in;"> phone or
from within the hotel; process cancellations, revisions, and information updates
on changes

•
Work as part of a team and communicate with other departments
as per hotel procedures to ensure

style="margin-left: 0in; text-indent:
0in;"> excellent quality
and service

• Perform other duties
as assigned including guest room tours, concierge services, special guest
requests, restaurant referrals, etc.

Qualifications
and requirements: High School
diploma /Secondary qualification or equivalent. One year front
office/guest service experience strongly preferred. Proficiency in Opera
is preferred but not essential. Some college/university preferred. Must speak
fluent English. Additional language skills preferred but not required
depending on location of hotel.

This
job requires ability to perform the following:

style="margin: 0in 0in 7pt; text-indent: 0in;">• Frequently standing up behind
the desk and front office areas

• Carrying or lifting items
weighing up to 50 pounds / 23 kilograms

style="margin: 0in 0in 7pt; text-indent: 0in;">• Handling objects, products
and computer equipment

• Basic computer skills
to operate various property management and reservations systems, etc.

class="WORD-BodyBold">Other:

• Being passionate
about people and service

• Strong communication skills
essential when interacting with guests and employees

style="margin: 0in 0in 7pt; text-indent: 0in;">• Reading and writing abilities
are used often when completing paperwork, logging
issues/
complaints/requests/information updates, etc.

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Basic math skills are used frequently when handling cash
or credit.

•
Problem solving, reasoning, motivating and training abilities
are often used

• Have the ability to work
a flexible schedule including nights, weekends and/or holidays

class="BulletPoints" style="margin: 0in 0in 7pt; text-indent: 0in;">

class="WORD-BodyBold">The statements in this job description are intended
to represent the key duties and level of work being performed. They are
not intended to be ALL responsibilities or qualifications of the job.

style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
box-sizing: inherit; color: rgb(0, 0, 0); font-family: "Graphik Web",
sans-serif; font-size: 16px; font-style: normal; font-variant-caps: normal;
font-variant-ligatures: normal; letter-spacing: normal; orphans: 2; text-align:
left; text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">The salary range for
this role is $26.24 to $28.42
This is the lowest to highest pay scale style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0); font-family:
"Graphik Web", sans-serif;"> we, in good faith, believe we would pay for this role
at the time of this posting. style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
box-sizing: inherit; color: rgb(0, 0, 0); font-family: "Graphik Web",
sans-serif; font-size: 16px; font-style: normal; font-variant-caps: normal;
font-variant-ligatures: normal; letter-spacing: normal; orphans: 2; text-align:
left; text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">We may ultimately pay more
or less than the posted range, and the range may be modified in
the future. style="-webkit-text-stroke-width: 0px; box-sizing: inherit; font-size: 16px;
font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal;
font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;"> An employee’s pay position
within the pay range will be based on several factors, including relevant
education, qualifications, certifications, experience, skills, seniority,
geographic location, performance, shift, travel requirements, sales
or revenue-based metrics, and business or organizational
needs.