Role Purpose
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location.
Key Accountabilities
• 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 telling 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' needs - 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. Following our safety procedures, you'll report all incidents and wear 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's schedule. • Jump into other ad-hoc duties when your colleagues need your help.
Key Skills & Experiences
• Communication skills - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to. • Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories. • Fluency in the local language - extra language skills would be great, but not essential. • Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers • Flexibility - night, weekend and holiday shifts are all part of the job. • You'll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential. • Experience - ideally you'll have spent at least one year in a front desk or guest service position. • Strength - sometimes you'll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.
Benefits
The hourly pay rate for this role is $16.50. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.
Our Promise
At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?