Front Desk Agent

ESSENTIAL DUTIES & RESPONSIBILITIES

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also new and returning guests.
• Check guests in, issue room keys, provide information on hotel services and amenities, and information on surrounding area and events.
• Ensure required identification and payment information is taken from guests at check-in.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer, record and process all guest calls, messages, requests, questions or concerns.
• Receive and ensure delivery of all guest mail/packages/deliveries.
• Record guest preferences in the system.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established cash handling/bank account 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.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Communicate status of all rooms to department heads via prescribed reporting procedures.
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
• Maintain daily logs as instructed by management.
• Perform other duties as assigned including concierge services, special guest requests, etc.
• Perform other duties as assigned by management.

PHYSICAL REQUIREMENTS

• Frequent standing, particularly for sustained periods of time at the front desk.
• Able to hear and speak to employees and guests in person and/or by phone.
• Able to bend, stoop, climb, stretch to reach, push, sit, kneel and twist.
• Able to use hands and fingers to operate computers, phones and other office equipment.
• Able to work in a constant state of alertness and safe manner.