Guest Services Front Desk Agent

Job Description

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.

Your day-to-day

Be the warm welcome that kicks off a memorable guest experience

Acknowledge 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

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 all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed

Take pride in your appearance and place as a brand ambassador

What we need from you

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 offer

We'll reward all your hard work with a great salary and benefits - including uniform, great room discount and superb training.

Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve