Job Department: Front Office
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.
