Front Desk Agent Overnight

JOB OVERVIEW:
Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.  This position works during the overnight shift.
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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.

https://careers.ihg.com/en/job-details/?jobref=Front+Desk+Agent+Overnight-PT-Fort+Meade%7cUS%7c171292#181035