Agent Front Desk

About This Role

As a Front Desk Agent, you will create a warm and welcoming atmosphere for guests, handling transactions, providing local insights, and anticipating their needs for a memorable experience. You will be the primary point of contact, ensuring a friction-free stay at the hotel.

Responsibilities

• Provide a warm welcome to guests, initiating a memorable experience.
• Acknowledge IHG Rewards Club members and returning guests.
• Take and manage guest bookings, identify up-selling opportunities, and inform them about ways to improve their stay.
• Handle cash and credit transactions.
• Efficiently check guests in and out, managing IDs, room keys, and safety deposit boxes.
• Anticipate and act on guests’ preferences, handling messages, requests, questions, and concerns.
• Assist guests with billing issues, local knowledge, and escalate concerns to management when necessary.
• Follow safety procedures, report incidents, and use required protective gear.
• Maintain a professional appearance as a brand ambassador.
• Stay informed about daily events and activities on the schedule.
• Assist colleagues with ad-hoc duties when needed.

Requirements

• Communication skills
• Problem-solving skills
• Fluency in the local language
• Literacy and tech-savviness (reading, writing, basic maths, computers)
• Flexibility for night, weekend, and holiday shifts
• Ability to lift, push, and pull objects up to 50lbs (23 kg)

Qualifications

• High school diploma or qualification
• At least one year in a front desk or guest service position.

Nice to Have

• College or university degree
• Extra language skills

Skills

* Required skills