Description

Job Purpose

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests

Check guests in, issue room keys, provide information on hotel services and room location

Ensure required identification is taken from guests at check-in in line with local legislative requirements

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

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 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

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

Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Qualifications

Qualifications and requirements

High School diploma /Secondary qualification or equivalent. One year front desk/guest service experience strongly preferred. Proficiency in Opera/Fidelio is preferred but not essential. Some college/university preferred. Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel.

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 / 23 kilograms

Handling objects, products and computer equipment

Basic computer skills to operate various property management and reservations systems, etc.

Other:

Being passionate about people and service

Strong communication skills essential when interacting with guests and employees

Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc.

Basic math skills are used frequently when handling cash or credit.

Problem solving, reasoning, motivating and training abilities are often used

Have the ability to work a flexible schedule including nights, weekends and/or holidays 

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.