Job Overview
Compensation
Hourly
Range $26.24 - $28.42
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
flexible schedule
Career development opportunities
Job Description
InterContinental Hotels & Resorts is a prestigious international luxury hotel brand known for its rich heritage and dedication to providing exceptional guest experiences worldwide. Established in the 1940s, the brand has been a pioneer in global travel and hospitality, creating inspiring environments for guests who seek a deeper understanding of culture and diversity. InterContinental is synonymous with elegance, outstanding service, and innovative guest care. As part of its commitment to excellence, the company continuously invests in its people, encouraging passion for travel, appreciation for diversity, and cultural wisdom.
This particular role is a Front Office Agent position, a crucial member of the team responsible for delivering first-class service to guests from the moment they arrive until their departure. The role involves welcoming guests warmly and professionally, recognizing loyalty program members, and ensuring a smooth check-in and check-out process. The Front Office Agent acts as the first point of contact, embodying the values of InterContinental Hotels & Resorts by offering personalized attention and efficiently managing guest requests. This position requires a keen focus on guest satisfaction, problem-solving skills, and the ability to work collaboratively with various departments to enhance the overall guest experience.
The Front Office Agent's responsibilities include managing all aspects of guest reception, from issuing room keys and providing information about hotel amenities to handling guest inquiries and complaints through effective service recovery procedures. The role also involves administrative duties such as accurately processing cash and credit transactions, maintaining guest records in property management systems, and up-selling rooms to maximize hotel revenue. Attention to detail is essential, especially concerning safety protocols and local legislative requirements for guest identification.
This is a full-time position with a competitive salary range of $26.24 to $28.42 per hour, though actual pay may vary depending on education, experience, and other factors. The position offers opportunities for growth within one of the world's most renowned luxury hotel brands, where employees are proud ambassadors of the InterContinental experience. Candidates with a passion for exceptional customer service, teamwork, and personal development will find this role rewarding and challenging.
InterContinental Hotels & Resorts embraces diversity and encourages applicants from all backgrounds. The company provides reasonable accommodations during the hiring process and promotes an inclusive work environment. The Front Office Agent will have the chance to develop communication skills, learn advanced hotel management software such as Opera, and participate in a dynamic team setting that values quality and service. Those interested in the luxury hospitality industry and eager to contribute to a world-class guest experience are encouraged to apply and join this distinguished global brand.
This particular role is a Front Office Agent position, a crucial member of the team responsible for delivering first-class service to guests from the moment they arrive until their departure. The role involves welcoming guests warmly and professionally, recognizing loyalty program members, and ensuring a smooth check-in and check-out process. The Front Office Agent acts as the first point of contact, embodying the values of InterContinental Hotels & Resorts by offering personalized attention and efficiently managing guest requests. This position requires a keen focus on guest satisfaction, problem-solving skills, and the ability to work collaboratively with various departments to enhance the overall guest experience.
The Front Office Agent's responsibilities include managing all aspects of guest reception, from issuing room keys and providing information about hotel amenities to handling guest inquiries and complaints through effective service recovery procedures. The role also involves administrative duties such as accurately processing cash and credit transactions, maintaining guest records in property management systems, and up-selling rooms to maximize hotel revenue. Attention to detail is essential, especially concerning safety protocols and local legislative requirements for guest identification.
This is a full-time position with a competitive salary range of $26.24 to $28.42 per hour, though actual pay may vary depending on education, experience, and other factors. The position offers opportunities for growth within one of the world's most renowned luxury hotel brands, where employees are proud ambassadors of the InterContinental experience. Candidates with a passion for exceptional customer service, teamwork, and personal development will find this role rewarding and challenging.
InterContinental Hotels & Resorts embraces diversity and encourages applicants from all backgrounds. The company provides reasonable accommodations during the hiring process and promotes an inclusive work environment. The Front Office Agent will have the chance to develop communication skills, learn advanced hotel management software such as Opera, and participate in a dynamic team setting that values quality and service. Those interested in the luxury hospitality industry and eager to contribute to a world-class guest experience are encouraged to apply and join this distinguished global brand.
Job Requirements
- High school diploma or secondary qualification or equivalent
- One year front office or guest service experience strongly preferred
- Must speak fluent English
- Ability to frequently stand behind the desk and front office areas
- Ability to carry or lift items weighing up to 50 pounds or 23 kilograms
- Ability to handle objects, products and computer equipment
- Basic computer skills to operate property management and reservation systems
- Ability to work flexible schedule including nights, weekends and/or holidays
- Passionate about people and service
- Strong communication skills essential when interacting with guests and employees
- Reading and writing abilities
- Basic math skills
- Problem solving, reasoning, motivating and training abilities
Job Qualifications
- High school diploma or secondary qualification or equivalent
- One year front office or guest service experience strongly preferred
- Proficiency in Opera preferred but not essential
- Some college or university education preferred
- Must speak fluent English
- Additional language skills preferred depending on location of hotel
- Strong communication skills
- Ability to perform basic computer operations
- Ability to handle cash and credit transactions accurately
- Problem solving and reasoning skills
- Ability to work flexible schedule including nights, weekends and/or holidays
- Reading and writing abilities to complete paperwork and log requests
- Motivating and training abilities
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
- Input guest walk-up calls into the call sheet/system depending on shift
- 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 HotSOS
- Work with Engineering and other departments to help fix 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 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
- May routinely book guest reservations for individuals and/or groups
- 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 excellent quality and service
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, restaurant referrals, etc.
Job Criteria
Experience
No experience required
Job Location
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