Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $25.71 - $27.86
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Flexible work schedule
Job Description
InterContinental Hotels & Resorts is the world’s first and most global luxury hotel brand, renowned for pioneering international travel since the 1940s. With a passion for sharing its renowned international know-how and cultural wisdom, InterContinental provides guests with truly impressive surroundings and unique experiences. As genuine ambassadors of the InterContinental brand, the team members embrace travel, cultural diversity, and a thirst for new perspectives, creating inspiring experiences for those seeking a richer understanding of the world. The brand prides itself on delivering superior hospitality through dedication, professionalism, and cultural sensitivity, making every guest feel valued and welcomed in a luxurious... Show More
Job Requirements
- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds or 23 kilograms
- Handling objects, products and computer equipment
- Basic computer skills to operate various property management and reservations systems
- Being passionate about people and service
- Strong communication skills essential when interacting with guests and employees
- Reading and writing abilities used often when completing paperwork and logging information
- Basic math skills frequently used when handling cash or credit
- Problem solving, reasoning, motivating and training abilities often used
- Ability to work a flexible schedule including nights, weekends and holidays
Job Qualifications
- High school diploma or secondary qualification or equivalent
- One year of front office or guest service experience strongly preferred
- Proficiency in Opera is preferred but not essential
- Some college or university education preferred
- Must speak fluent English
- Additional language skills preferred depending on hotel location
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 the guest's name during the conversation
- Input guest walk-up calls into the call sheet/system as needed
- Up-sell rooms to maximize hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns, faxes, etc.
- Record guest preferences in the system and track service recovery through systems like HotSOS
- Work with Engineering and other departments to resolve guest issues
- 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 for follow-up
- Take action to solve guest problems or complaints using service recovery guidelines
- Follow hotel safety protocols and report any incidents or suspicious behavior
- Book guest reservations for individuals and groups, process cancellations, revisions, and updates
- Work as part of a team and communicate with other departments to ensure excellent quality and service
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, restaurant referrals
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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