Front Desk Agent Overnight

DUTIES AND 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.
• Complete and transmit daily accounting reports and prepare them for review by hotel management
• 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.

• 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.

• Promote team work 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.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.

Other:

• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating and training abilities are often used.
• https://careers.ihg.com/en/job-details/?jobref=Front+Desk+Agent+Overnight%7cUS%7c146815#443362