Job Overview
Benefits
Health Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
flexible schedule
Employee wellness programs
Job Description
The hiring establishment is a reputable hotel operating under one of the world’s leading hospitality brands, renowned for delivering exceptional guest experiences and maintaining high standards of service. This hotel is part of a global network known for its commitment to quality, comfort, and customer satisfaction. With a focus on providing a welcoming environment, the hotel aims to cater to both business and leisure travelers, offering a range of amenities and services designed to enhance each guest’s stay.
As a Front Desk Agent at this esteemed hotel, you will serve as the very first point of contact for guests, playing a crucial role in shaping their overall impression. Your friendly demeanor, professionalism, and knowledge will reassure guests that they have made the right choice by staying with us. The role involves a mix of administrative and customer service duties, where efficiency and attention to detail are key. From checking guests in and out to handling inquiries and processing payments, you ensure that every interaction aligns with the hotel's high standards. This position requires excellent communication skills, a positive attitude, and the ability to manage multiple tasks simultaneously in a fast-paced environment.
The Front Desk Agent will be responsible for welcoming guests promptly, recognizing returning guests and loyalty program members, and providing detailed information about available services and room locations. Handling guest requests and concerns with empathy and professionalism is essential, as is ensuring compliance with all local legislative requirements for guest identification. Additionally, the role includes upselling rooms and services to maximize revenue, maintaining accurate records of guest preferences, and ensuring secure management of transactions and safe-deposit boxes.
The use of various office equipment and hotel management systems, including Microsoft Office Suite and proprietary guest systems, will be part of your daily workflow. Safety and security protocols must always be followed, including immediate reporting of any incidents or suspicious activity to management. This position offers a dynamic work environment where you have the opportunity to make a significant impact on guest satisfaction and contribute to the hotel's reputation for excellence. Employment type and salary details are typically competitive and commensurate with experience, reflecting the importance of this role within the hospitality team.
As a Front Desk Agent at this esteemed hotel, you will serve as the very first point of contact for guests, playing a crucial role in shaping their overall impression. Your friendly demeanor, professionalism, and knowledge will reassure guests that they have made the right choice by staying with us. The role involves a mix of administrative and customer service duties, where efficiency and attention to detail are key. From checking guests in and out to handling inquiries and processing payments, you ensure that every interaction aligns with the hotel's high standards. This position requires excellent communication skills, a positive attitude, and the ability to manage multiple tasks simultaneously in a fast-paced environment.
The Front Desk Agent will be responsible for welcoming guests promptly, recognizing returning guests and loyalty program members, and providing detailed information about available services and room locations. Handling guest requests and concerns with empathy and professionalism is essential, as is ensuring compliance with all local legislative requirements for guest identification. Additionally, the role includes upselling rooms and services to maximize revenue, maintaining accurate records of guest preferences, and ensuring secure management of transactions and safe-deposit boxes.
The use of various office equipment and hotel management systems, including Microsoft Office Suite and proprietary guest systems, will be part of your daily workflow. Safety and security protocols must always be followed, including immediate reporting of any incidents or suspicious activity to management. This position offers a dynamic work environment where you have the opportunity to make a significant impact on guest satisfaction and contribute to the hotel's reputation for excellence. Employment type and salary details are typically competitive and commensurate with experience, reflecting the importance of this role within the hospitality team.
Job Requirements
- High school diploma or equivalent
- Prior experience in hospitality or customer service preferred
- Proficiency in Microsoft Office Suite
- Familiarity with hotel management systems
- Strong communication skills
- Ability to work in a fast-paced environment
- Excellent problem-solving skills
- Ability to handle confidential information responsibly
Job Qualifications
- High school diploma or equivalent
- Previous experience in a customer service role preferred
- Strong communication and interpersonal skills
- Knowledge of Microsoft Office Suite
- Ability to use hotel management software
- Attention to detail and excellent organizational skills
- Ability to handle cash and process transactions accurately
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
- Up-sell rooms where possible to maximize hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns
- Record guest preferences in the system
- 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/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
Job Location
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