Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $26.24 - $28.42
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development opportunities
Employee assistance program
Job Description
InterContinental Hotels & Resorts is the world’s first and most global luxury hotel brand, renowned for pioneering international travel since the 1940s. This prestigious hotel chain is passionate about sharing international expertise, cultural wisdom, and exceptional hospitality within truly impressive surroundings. Guests who stay at InterContinental Hotels & Resorts enjoy engaging experiences crafted through a unique blend of luxury, heritage, and personalized service. The brand prides itself on being genuine ambassadors of culture, travel, and diversity, making every stay memorable and inspiring. If you are passionate about travel, appreciate cultural diversity, and want to contribute to crafting unforgettable guest experiences in a luxury setting, this brand offers a distinguished platform to develop your career.
This role is for a Front Desk Agent within InterContinental Hotels & Resorts, serving as the first point of contact for guests. The Front Desk Agent is responsible for welcoming guests in a friendly, prompt, and professional manner, especially recognizing IHG Rewards Club Members and returning guests, ensuring they feel valued and well cared for. The agent handles guest check-ins and check-outs, issues room keys, provides guests with important information about hotel services and room location, and manages guest inquiries and requests. This position requires a dynamic individual capable of addressing guest needs promptly, handling transactions accurately, and maintaining a high level of professionalism at all times.
The Front Desk Agent plays a key role in maximizing hotel revenue by upselling room options where possible and diligently recording guest preferences and service recovery activities using tracking systems such as Hot SOS. They work collaboratively with other departments like Engineering and Catering to resolve guest issues efficiently and ensure smooth operations. Additionally, the role involves managing guest safety deposit boxes, adhering to established hotel safety protocols, and promptly reporting any safety incidents or suspicious behavior.
Successful candidates will have the chance to experience a variety of responsibilities including answering phones courteously using guests’ names, entering walk-up guest calls, and assisting with group or individual reservation bookings, cancellations, and modifications. The Front Desk Agent must be an effective communicator with a genuine passion for people and service. Working within this role provides an opportunity to develop and demonstrate problem-solving skills, customer service excellence, and the ability to work within a team environment to deliver outstanding guest experiences.
The salary range for this role is $26.24 to $28.42 per hour, depending on factors such as education, experience, skills, and geographic location. This is a part of InterContinental Hotels & Resorts’ commitment to equitable compensation based on merit and various criteria. The job may require flexible working hours, including nights, weekends, and holidays, reflecting the hospitality industry’s operational needs. InterContinental Hotels & Resorts encourage applicants even if they do not meet every single requirement but believe they have the personality and dedication to be a great fit. This position offers an exciting journey to be part of the world’s most international luxury hotel brand, where employees are ambassadors of travel, culture, and exceptional guest service.
This role is for a Front Desk Agent within InterContinental Hotels & Resorts, serving as the first point of contact for guests. The Front Desk Agent is responsible for welcoming guests in a friendly, prompt, and professional manner, especially recognizing IHG Rewards Club Members and returning guests, ensuring they feel valued and well cared for. The agent handles guest check-ins and check-outs, issues room keys, provides guests with important information about hotel services and room location, and manages guest inquiries and requests. This position requires a dynamic individual capable of addressing guest needs promptly, handling transactions accurately, and maintaining a high level of professionalism at all times.
The Front Desk Agent plays a key role in maximizing hotel revenue by upselling room options where possible and diligently recording guest preferences and service recovery activities using tracking systems such as Hot SOS. They work collaboratively with other departments like Engineering and Catering to resolve guest issues efficiently and ensure smooth operations. Additionally, the role involves managing guest safety deposit boxes, adhering to established hotel safety protocols, and promptly reporting any safety incidents or suspicious behavior.
Successful candidates will have the chance to experience a variety of responsibilities including answering phones courteously using guests’ names, entering walk-up guest calls, and assisting with group or individual reservation bookings, cancellations, and modifications. The Front Desk Agent must be an effective communicator with a genuine passion for people and service. Working within this role provides an opportunity to develop and demonstrate problem-solving skills, customer service excellence, and the ability to work within a team environment to deliver outstanding guest experiences.
The salary range for this role is $26.24 to $28.42 per hour, depending on factors such as education, experience, skills, and geographic location. This is a part of InterContinental Hotels & Resorts’ commitment to equitable compensation based on merit and various criteria. The job may require flexible working hours, including nights, weekends, and holidays, reflecting the hospitality industry’s operational needs. InterContinental Hotels & Resorts encourage applicants even if they do not meet every single requirement but believe they have the personality and dedication to be a great fit. This position offers an exciting journey to be part of the world’s most international luxury hotel brand, where employees are ambassadors of travel, culture, and exceptional guest service.
Job Requirements
- High School diploma / secondary qualification or equivalent
- One year front office/guest service experience strongly preferred
- Must speak fluent English
- Ability to frequently stand up behind the desk and front office areas
- Ability to carry or lift items weighing up to 50 pounds / 23 kilograms
- Basic computer skills to operate various property management and reservations systems
- Ability to work a flexible schedule including nights, weekends and/or holidays
Job Qualifications
- 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
- Strong communication skills essential when interacting with guests and employees
- Basic computer skills to operate various property management and reservations systems
- Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates
- Basic math skills used frequently when handling cash or credit
- Problem solving, reasoning, motivating and training abilities often used
- Ability to work a flexible schedule including nights, weekends and/or holidays
Job Duties
- Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and returning guests
- Check guests in, issue room keys, provide information on hotel services and room location
- 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
- Up-sell rooms where possible to maximize hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns, faxes, etc
- Record guest preferences in the system, as well as service recovery process through tracking systems, such as Hot SOS
- Check guests out, including resolving any late or disputed charges
- Accurately process all cash and credit card transactions using established procedures
- Issue, control and release guest safe-deposit boxes in line with hotel procedures
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Take action to solve guest problems or complaints using appropriate service recovery guidelines
- Follow established hotel safety protocols and procedures at all times
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel
- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, restaurant referrals, etc
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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