Front Desk Receptionist

Job Description

JOB PURPOSE

Guest Services is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Guest Service Agent will check-in and out guests efficiently, and make sure they have all they need for a great stay.

Duties And Responsibilities

Welcome guests in a friendly, prompt, and professional manner recognizing IHG Reward Members and returning guests.

• If a guest is not a Choice Privilege Member give them the benefits of the program and offer to sign them up at no cost to them.
• Check guests in, issue room keys, provide information on room location and hotel services
• Ensure valid required identification is taken from guests at check-in
  
  

Answer phones promptly within 2 rings per brand standard

• Process all guest calls, messages, preferences, requests, questions, or concerns
• Check guests out, resolve any late or disputed charges
• Accurately process all cash and credit card transactions using established procedures
• Communicate outstanding guest requests or issues to management that may require follow-up.
• Using appropriate service recovery guidelines to solve any guest issues/complaints
• Follow established hotel safety protocols and procedures at all times.
• Immediately report any health and safety incidents, concerns, or suspicious behavior to the Manager on Duty.
• May routinely book individual guest reservations/groups via telephone or in-person as well as cancellations, and or revisions.
• Work as part of a team and communicate well with other departments within the hotel to ensure the highest level of guest satisfaction.
• Perform other duties as assigned including guest room tours, concierge, and special guest requests.
  
  

Qualifications

• High School diploma/Secondary qualification or equivalent.
• One-year front desk/guest service experience is strongly preferred.
• Proficiency in Choice Advantage is preferred but not essential. Some colleges/university are preferred.
• Must speak the fluent local language. Additional language skills are preferred but not required depending on the location of the hotel.
  
  

This job requires the ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Handling objects, products, and computer equipment
• Basic computer skills to operate various property management and reservations systems, etc.
  
  

Other:

• Being passionate about people and service
• Strong communication skills are essential when interacting with guests and employees
• Reading and writing abilities are often used when completing paperwork, guest information requests, etc.
• Problem-solving, reasoning, motivating, and training abilities are often used
• Ability to work a flexible schedule including days, evenings, weekends, and/or holidays.
  
  

Company Description

We are an equal opportunity employer and all qualified applicants will receive

consideration for employment without regard to race, color, religion, sex,

national origin, disability status, protected veteran status, or any other

characteristic protected by law.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.