Front Desk Agent

What is the job?

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. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Daily tasks and responsibilities

• Adhere to and executes all job task checklist points.
• Execute the daily functions of next day arrival and departure for guests in a manner that enforces the Brand Standards.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Comply at all times with hotel standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
• Cash handling and credit processing as required, to include Gift Card redemption.
• To support other operational teams as required.
• Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored.
• Post applicable charges for late check-outs requests.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted, and support receipts are properly filed/attached.
• Ensure that one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Ensure proper handling and documentation of guest’s valuables being secured in hotel safe deposit box.
• Be familiar with hotel services and promotions and promote them.
• Take and deliver accurate and timely guest messages.
• Respond to queries positively.
• Follow department policies, procedures and service standards, including all safety policies
• Adhere to Hotel’s Hygiene and HACCP standards and ensure its Standard Operating Procedures and Requirements are fully met
• Be the warm welcome that kicks off a memorable guest experience
• 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 maths 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

What we need from you

• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Handle cash and credit transactions
• 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
• Take pride in your appearance and place as a brand ambassador
• Other duties as assigned.

General Tasks & Miscellaneous

• All colleagues must assess situations and react accordingly through analysis and perspective.
• All colleagues must be flexible and able to carry out any other reasonable duties and responsibilities within the scope of their job, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• All colleagues should be visible and available to both guests and colleagues, in accordance with their position, and serve as an example for others.
• All colleagues are required to comply with any reasonable request from their supervisor(s) within a reasonable time frame, under normal circumstances.

Human Resources & Training

• It is the colleague’s responsibility to report any case of harassment and discrimination as soon as it happens, either to their direct leader or to the Talent & Culture. It is the leader’s responsibility to treat complaints of harassment and discrimination promptly and confidentially.
• It is everyone’s responsibility to treat customers and Colleagues from all cultural groups with respect and sensitivity.
• All Colleagues must attend trainings and meetings as and when required.

Confidentiality

• All Colleagues must ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic.Adhere to Accor Internet and Email policy
• All Colleagues must ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.