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.  The hourly pay rate for this role is $17.75. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

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 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.

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.
• Required to work the overnight shift
• May be required to work other shifts, weekends, and/or holidays.

 

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?