About This Role
This front desk agent role is about creating a memorable guest experience from the moment they arrive, managing bookings, and ensuring smooth check-ins and check-outs. It suits someone who is a warm, welcoming presence and can anticipate guests' needs while handling various administrative tasks.
Responsibilities
- Be the warm welcome that kicks off a memorable guest experience
- Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
- Take and manage guest bookings, up-selling opportunities, and inform them about ways to improve their stay
- Handle cash and credit transactions
- Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
- Stay one step ahead of guests
- Record and act on their preferences, and handle their messages, requests, questions, and concerns
- Be a trusted contact for all guests
- Help them with anything from bill issues to local knowledge, and loop in management when necessary
- Stay safe all the time by following safety procedures, reporting all incidents, and wearing any protective gear needed
- Take pride in your appearance and place as a brand ambassador
- Always know what events and activities are on the day
- Jump into other ad-hoc duties when colleagues need help
Requirements
- Communication skills to talk to guests about concerns and compliments
- Problem-solving skills to turn issues into opportunities
- Fluency in the local language
- Literate and tech-savvy with a good grasp of reading, writing, basic maths, and computers
- Flexibility for night, weekend, and holiday shifts
- High school diploma or qualification
- Ideally at least one year of experience in a front desk or guest service position
- Ability to lift, push, and pull objects up to 50lbs (23 kg), which may involve bending and kneeling
Nice to have:
- Extra language skills
- College or university degree
Benefits
- Paid time off
- Medical/dental/vision insurance
- 401k
- Many other benefits to eligible employees
Important Details
- Schedule: night, weekend, and holiday shifts are all part of the job
About the Company
IHG needs people to make a difference and create exceptional experiences every single day. The company has a growing team of 370,000 colleagues across 100 countries.
