Front Desk Agent- 2nd Shift

InterContinental Hotels Group; Columbia (SC); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking a friendly and professional front desk agent to join their dynamic team. This role involves welcoming guests, managing reservations, and ensuring a high level of customer service. The ideal candidate will excel in communication and problem-solving, with the ability to handle cash transactions and guest inquiries efficiently. The company offers a supportive environment where teamwork is promoted, and your contributions will directly enhance guest experiences. If you are passionate about hospitality and eager to make a difference, this is the perfect opportunity for you to grow your career.

Qualifications

• High School diploma or equivalent, plus one year front desk/guest service experience.
• Fluent in English; other languages preferred.

Responsibilities

• Welcome and register guests, providing information on services and room locations.
• Process cash and credit transactions accurately according to established procedures.
• Respond to guest complaints and ensure service recovery gestures are made.

Skills

Communication Skills

Problem Solving

Customer Service

Basic Math Skills

Education

High School Diploma

Some College Preferred

Tools

Property Management Systems

Reservations Systems

Job description

Hotel Brand: IHG Army Hotels
Location: United States, South Carolina, Columbia

Responsibilities:

1. Welcome guests in a friendly, prompt and professional manner.
2. Register guests, issue room keys, provide information on hotel services and room location.
3. Answer phones in a prompt and courteous manner.
4. Up-sell rooms where possible to maximize hotel revenue.
5. Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
6. Issue, control and release guest safe-deposit boxes.
7. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
8. Respond appropriately to guest complaints. Make appropriate service recovery gestures.
9. Book guest reservations for individuals and/or groups requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
10. Promote teamwork and quality service through daily communications and coordination with other departments.
11. Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

QUALIFICATIONS AND REQUIREMENTS:

High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

1. Frequently standing up behind the desk and front office areas.
2. Carrying or lifting items weighing up to 50 pounds.
3. Handling objects, products and computer equipment.
4. Use a keyboard to operate various property management and reservations systems.

Other:

1. Communication skills are utilized a significant amount of time when interacting with guests and employees.
2. Reading and writing abilities are utilized often.
3. Basic math skills are used frequently.
4. Problem solving, reasoning, motivating and training abilities are often used.
5. May be required to work nights, weekends, and/or holidays.

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