Front Desk Agent

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

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
•    Be charming by being approachable, having confidence and showing respect.
•    Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership
of getting things done.
•    Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS

•    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.
•    Up-sell rooms where possible to maximize hotel revenue. 

PEOPLE
•    Answer phones in a prompt and courteous manner.
•    Welcome guests in a friendly, prompt and professional manner.  
•    Register guests, issue room keys, provide information on hotel services and room location.  
•    Communicate any outstanding guest requests or issues to management that may require 
     additional monitoring or follow-up.

GUEST EXPERIENCE
•    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.

RESPONSIBLE BUSINESS
•    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.

• Salary Range: $19.60 - $22.60
• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to. 
• Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories. 
• Fluency in the local language - extra language skills would be great, but not essential. 
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math's and computers
• Flexibility - night, weekend and holiday shifts are all part of the job. 
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential. 
• Experience - ideally, you’ll have spent at least one year in a front desk or guest service position. 
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.