What are the responsibilities and job description for the Agent Front Desk position at IHG Hotels & Resorts?
We are looking for a welcoming, detail oriented Front Desk Agent to be the face of our hotel! If you enjoy interacting with people, providing top notch hospitality, and keeping daily operations running smoothly, this role is a great fit for you.
As a Front Desk Agent, you'll be the primary point of contact for our guests. We want our guests to feel trusted, comfortable, and right at home. That means being down to earth, approachable, considerate, and dependable from the moment guests walk through our doors.
What You'll Be Doing:
- Guest Check-In & Check-Out: Warmly welcome guests, issue room keys, process check-ins and check-outs efficiently, and provide clear details about hotel services and room locations.
- Communication & Guest Service: Answer incoming phone calls in a courteous professional manner and respond promptly to guest questions or requests.
- Financial & Billing Tasks: Accurately process cash and credit card payments, handle charges, complete cashier reports, and balance assigned cash banks.
- Up-Selling & Reservations: Help maximize hotel revenue by up-selling room types where available and assisting guests with bookings, cancellations, or reservation changes.
- Safe Deposit & Security: Issue, control, and release guest safe deposit boxes while maintaining safety and security protocols.
- Problem Solving & Service Recovery: Address guest feedback or complaints with care and empathy, making appropriate service recovery gestures to ensure total guest satisfaction. Escalate complex issues to supervisors when needed.
- Cross Department Collaboration: Communicate regularly with Housekeeping, Maintenance, and Management to coordinate room readiness, report maintenance issues, and keep operations seamless.
- Flexible Support: Assist with guest room tours, special guest requests, and other tasks as assigned.
What We're Looking For:
- Education & Experience: High school diploma or equivalent, plus 1 year of Front Desk or hotel guest service experience. Some college coursework is a plus!
- Core Skills: Strong interpersonal skills, problem solving, basic math, reading/writing, and basic computer proficiency.
- Flexibility: Ability to work evenings/nights, weekends, and holidays as needed.
Physical Requirements:
- Frequently standing up behind the Front Desk and moving throughout the Front Office area.
- Ability to carry or lift items weighing up to 50 LBS.
- Regular use of keyboards, computer screens, phones, and property management systems.
This property is located on a US Military Installation. Successful completion of a Federal Background check, conducted by the Installation Visitor's Center, will be required to access the installation. This is necessary in order to come to the hotel for an interview for this position. If hired, this background check will be required to be renewed annually at minimum. DOD sponsored ID holders are not subject to this process.