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
Career development opportunities
Flexible work schedule
Job Description
IHG (InterContinental Hotels Group) is a globally renowned hospitality company operating a diverse portfolio of hotel brands across the globe. Recognized for its commitment to delivering exceptional guest experiences, IHG manages a broad range of properties including luxury, upscale, and midscale hotels. With a strong focus on guest satisfaction, innovation, and sustainable practices, IHG has established itself as a leader in the hotel industry, serving millions of guests each year and fostering rewarding careers for its employees.
This role is centered on delivering exceptional customer service as part of the front office team. The position requires engaging warmly with guests from their arrival through check-in, staying attentive to their needs throughout their stay, and managing the check-out process professionally and efficiently. The core responsibilities include welcoming guests—especially IHG Rewards Club members and returning patrons—with a friendly and professional attitude, processing check-ins and check-outs accurately, issuing room keys, and providing detailed information about hotel services and amenities. The role demands strong communication skills, as it also involves answering telephone calls promptly and courteously, and addressing guest inquiries, requests, and concerns promptly.
A key aspect of the position involves revenue optimization through the up-selling of room categories whenever possible. Additionally, the role supports service recovery efforts by tracking guest preferences and resolving issues with collaboration from other hotel departments such as Engineering. Strict adherence to safety protocols and legal requirements, including verifying guest identification at check-in, ensures compliance and promotes a secure environment for guests and staff alike.
The hotel values teamwork and excellent interdepartmental communication to guarantee quality service and a seamless guest experience. The candidate should be able to work a flexible schedule, including nights, weekends, and holidays, demonstrating passion for hospitality and a strong commitment to guest satisfaction. This opportunity provides an exciting pathway into the hospitality industry, offering a competitive salary range of $26.24 to $28.42 per hour, with pay based on experience, qualifications, and other factors.
Overall, the role presents a unique chance to be a vital part of an internationally respected hotel group, contributing directly to memorable guest stays through professional service, effective communication, and genuine care. Employees can look forward to working in a dynamic environment where development, recognition, and guest-centricity are prioritized, making it an ideal position for individuals enthusiastic about hospitality and poised for career growth within IHG.
This role is centered on delivering exceptional customer service as part of the front office team. The position requires engaging warmly with guests from their arrival through check-in, staying attentive to their needs throughout their stay, and managing the check-out process professionally and efficiently. The core responsibilities include welcoming guests—especially IHG Rewards Club members and returning patrons—with a friendly and professional attitude, processing check-ins and check-outs accurately, issuing room keys, and providing detailed information about hotel services and amenities. The role demands strong communication skills, as it also involves answering telephone calls promptly and courteously, and addressing guest inquiries, requests, and concerns promptly.
A key aspect of the position involves revenue optimization through the up-selling of room categories whenever possible. Additionally, the role supports service recovery efforts by tracking guest preferences and resolving issues with collaboration from other hotel departments such as Engineering. Strict adherence to safety protocols and legal requirements, including verifying guest identification at check-in, ensures compliance and promotes a secure environment for guests and staff alike.
The hotel values teamwork and excellent interdepartmental communication to guarantee quality service and a seamless guest experience. The candidate should be able to work a flexible schedule, including nights, weekends, and holidays, demonstrating passion for hospitality and a strong commitment to guest satisfaction. This opportunity provides an exciting pathway into the hospitality industry, offering a competitive salary range of $26.24 to $28.42 per hour, with pay based on experience, qualifications, and other factors.
Overall, the role presents a unique chance to be a vital part of an internationally respected hotel group, contributing directly to memorable guest stays through professional service, effective communication, and genuine care. Employees can look forward to working in a dynamic environment where development, recognition, and guest-centricity are prioritized, making it an ideal position for individuals enthusiastic about hospitality and poised for career growth within IHG.
Job Requirements
- Frequently standing up behind the desk and front office areas
- carrying or lifting items weighing up to 50 pounds / 23 kilograms
- handling objects, products and computer equipment
- basic computer skills to operate various property management and reservations systems
- flexible schedule availability including nights, weekends and holidays
- ability to communicate effectively in English
- previous experience in front office or guest service preferred
- ability to perform multiple tasks simultaneously under pressure
- strong interpersonal skills
- attention to detail in processing transactions and guest information
Job Qualifications
- High School diploma or 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
- passionate about people and service
- strong communication skills essential when interacting with guests and employees
- reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc
- basic math skills are used frequently when handling cash or credit
- problem solving, reasoning, motivating and training abilities are 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 also 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 HotSOS
- 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, such as Lost & Found inquiries, conference/catering questions, etc
- take action to solve guest problems/complaints using appropriate service recovery guidelines
- follow established hotel safety protocols and procedures at all times
- 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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