Job Description

Overview The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights, and anticipate every detail of a friction-free experience, but you’ll also create the warm atmosphere that makes our guests feel at home in any location. Be the warm welcome that kicks off a memorable guest experience. Acknowledge IHG Rewards Club members and returning guests, in person or on the phone. Take and manage guest bookings, up-selling opportunities and tell them about ways to improve their stay. Handle cash and credit transactions. Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes. Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions, and concerns. Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary. Stay safe by following safety procedures and reporting incidents. Take pride in your appearance and represent the brand. Know what events and activities are on the day’s schedule. Be flexible to jump into ad-hoc duties when colleagues need help. Responsibilities Acknowledge and engage with guests, including rewards members and returning guests. Manage guest bookings, up-sell opportunities, and communicate ways to improve stays. Process cash and credit transactions. Check guests in and out, verify IDs, issue room keys, and manage safety deposit boxes. Record guest preferences and handle messages, requests, questions, and concerns. Act as a trusted contact for guests and escalate to management when needed. Follow safety procedures and wear required protective gear; report incidents. Maintain a professional appearance and act as a brand ambassador. Stay informed about daily events and activities; assist with ad-hoc duties as needed. What We Need From You Work in a 24/7 hotel environment; shifts may vary, including weekends, evenings, and public holidays. Excellent communication skills; comfortable addressing concerns and compliments from guests. Problem-solving skills to turn issues into positive guest experiences. Fluency in the local language; additional languages are a plus but not essential. Literate and tech-savvy; comfortable with reading, writing, basic math, and computers. Flexibility to work night, weekend, and holiday shifts. High school diploma or qualification; college/university degree a bonus but not essential. Experience in front desk or guest service preferred (ideally at least one year). Physical ability to lift/push/pull up to 50 lbs (23 kg) and perform bending/kneeling as needed. What We Offer We’ll reward hard work with a competitive salary and benefits, including a great room discount and thorough training. Part of the global IHG family, we value collaboration, integrity, and diverse perspectives. We seek talent from all backgrounds and welcome you to bring your authentic self to work. Equal Opportunity Employer IHG Hotels & Resorts is an equal opportunity employer. We provide equal employment opportunities to applicants and employees without regard to race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law. We are committed to a culture of inclusion where everyone feels safe, respected, and valued. Compensation Notes The salary range listed is the range we in good faith believe we would pay for this role at the time of posting. The range may be modified in the future and pay may vary by location and other factors. The hourly pay range for this role is $20.76 to $24.00. We may pay more or less than the posted range depending on qualifications and business needs. Additional Information We offer a comprehensive benefits package including paid time off, medical/dental/vision insurance, 401k, and other eligible benefits. #J-18808-Ljbffr IHG Hotels & Resorts

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