Agent Front Desk

IHG Hotels & Resorts; Fort Leonard Wood (MO); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401k

Job summary

IHG Hotels & Resorts in Fort Leonard Wood, MO seeks a Front Desk Agent to deliver memorable guest experiences. You will handle bookings, upsell, and manage check-ins/outs with attention to safety and guest satisfaction.

Requirements include strong communication, problem-solving, and a high school diploma (degree a bonus). Night, weekend, and holiday shifts are possible; physical ability for occasional lifting is needed.

Qualifications

• Excellent communication and guest service skills.
• Problem-solving to turn issues into positive memories.
• Fluency in the local language; additional languages are a plus.
• Able to read, write, perform basic math and use computers.
• Flexibility for night, weekend and holiday shifts.
• A high school diploma or equivalent; college degree is a bonus.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests in person or on the phone.
• Take and manage guest bookings, upsell opportunities and explain ways to improve stay.
• Handle cash and credit transactions.
• Check guests in and out, take IDs, hand out room keys, and manage safety deposit boxes.
• Record guest preferences and act on messages, requests, questions and concerns.
• Be a trusted contact for guests; assist with issues and loop in management when needed.
• Follow safety procedures and report incidents; wear required protective gear.
• Maintain a professional appearance as a brand ambassador.
• Stay informed about daily events and schedules.
• Assist colleagues with ad-hoc duties as needed.

Skills

Communication

Problem-solving

Local language fluency

Literacy & tech-savvy

Flexibility

Front desk/guest service experience

Physical ability to lift 50 lbs

Basic math

Education

High school diploma or equivalent

Job description

Role Purpose

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. The hourly pay rate for this role is $17.75. We offer a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

Key Accountabilities

• Be the warm welcome that kicks off a memorable guest experience.
• 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.
• 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.
• Always know what events and activities are on the day’s schedule.
• Jump into other ad-hoc duties when your colleagues need your help.

Key Skills & Experiences

• 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 math 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.

EOE/VET/DISABLED