Front Desk Agent - InterContinental New York Barclay

About the role

The InterContinental New York Barclay is seeking a Front Desk Agent to join its welcoming and professional team. Located in Midtown East, the hotel features 702 guestrooms, 30 suites, and a Penthouse Sky Suite with 1,500 feet of outdoor space.

Job overview

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.

Responsibilities

• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• 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.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Qualifications and Requirements

• High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred.
• Must speak fluent English. Other languages preferred.
• The job requires the ability to perform the following: frequently stand up behind the desk and front office areas, carry or lift items weighing up to 50 pounds, handle objects, products and computer equipment, use a keyboard to operate various property management and reservations systems, etc.