Role Purpose
The moment a guest steps into one of our hotels they walk into a genuinely memorable experience. As a Front Desk Agent youll not only be the person they rely on to handle transactions offer local insights and anticipate every detail of a frictionfree experience. Youll 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 upselling 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 youll 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 days schedule.
- Jump into other adhoc 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 youll be easy to talk to.
- Your problemsolving 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 techsavvy youll need a good grasp of reading writing basic maths and computers
- Flexibility night weekend and holiday shifts are all part of the job.
- Youll have a high school diploma or qualification. A college or university degree would be a bonus but not essential.
- Experience ideally youll have spent at least one year in a front desk or guest service position.
- Strength sometimes youll need to lift push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.
