Front Desk Agent (IHG)

Position : Guest Services Representative

FLSA Class : Hourly Non-Exempt

Reports to : Front Office Manager (FOM)

Job Summary :

The Guest Service Representative works at the front desk of the hotel and provides service to hotel guests and clients. The GSR greets and checks in arriving guests and checks out departing guests. The GSR offers excellent customer service to all guests makes reservations for guests arriving on the same day or future dates answers incoming phone calls and responds to any guest inquiries or requests.

Duties and Responsibilities :

Block incoming reservations based on guest requests and the availability of rooms to meet those requests.

Block arriving reservations of all groups if deemed necessary pre-register the rooms in the property computer system place keys in envelopes and note the room number on the envelopes.

Register all incoming guests ensuring all pertinent information is obtained the registration card is completed and the payment method is established.

Accept and record credit card and photo ID information on guest accounts in the hotel computer system.

Assist as needed in other departments and areas including the Guest Breakfast Housekeeping Laundry and property designated events.

Maintain the cleanliness of the back office and front desk area.

Anticipate guest needs respond promptly and acknowledge all guests promptly and courteously.

Always maintain a positive attitude.

Address and resolve guest complaints promptly to ensure guest satisfaction.

Document all guest requests and concerns and communicate information to the responsible personnel for proper handling in a timely manner.

Prepare a shift drop verifying the totals determined to match the totals in the property management system.

Maintain the confidentiality and security of proprietary company information correspondence reports and files.

Handle and document all Lost and Found items as directed by managements policies and procedures.

Perform other duties as assigned by management.

Follow and adhere to your hotels standards and regulations as management directs.

Be a Brand Ambassador of A&Rs Culture Mission and Values .

Required Skills and Experience :

Previous hospitality industry experience preferred but not required

Highly energetic and motivated individual

Ability to take initiative and work with little direction

Excellent interpersonal and communication skills with strong customer / client focus essential

Strong problem-solving skills

Ability to work in a fast-paced high-pressure environment

Ability to shift and manage multiple priorities

Results-driven focus and ability to work through to completion promptly

Overtime may be required at times during the busy season as directed by management

Proficiency at an intermediate level with computers and computer programs including Microsoft Office

A passion for delivering exceptional levels of guest service

Other Skills Required :

Physical : Must be able to stand for the majority of the shift; ability to lift to 25 lbs.; may require frequent bending stooping and kneeling

Mathematical : Must be able to use basic mathematical techniques including percentages and ratios

View all jobs at this company

Required Experience :

Unclear Seniority

Key Skills

Customer Service,Hotel Experience,Hospitality Experience,Computer Skills,Upselling,Medical office experience,Office Experience,Computer Literacy,Front Desk,Guest Services,Cash Handling,Phone Etiquette

Employment Type : Full-Time

Experience : years

Vacancy : 1