Front Desk Agent (CWS)

IHG Hotels & Resorts; Joint Base Lewis-McChord (WA); On-site; USD 22,000 - 29,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Benefits to eligible employees

Job summary

InterContinental 62s Group plc is seeking a friendly front desk agent to warmly welcome guests and manage registrations at our Washington state property. You will handle check-ins/check-outs, explain hotel services, and assist guests with requests to ensure a smooth stay.

The role requires at least 1 year of guest services experience, strong English communication, and the ability to upsell rooms while maintaining accurate cash and card transactions. Weekend and night shifts may be required.

Qualifications

• High School diploma or equivalent required.
• At least 1 year front desk/guest service experience.
• Fluent English; other languages are a plus.

Responsibilities

• Check-in/check-out hotel guests in a timely and professional manner.
• Register guests, issue room keys, provide information on hotel services and location.
• Answer phones promptly and courteously.
• Upsell rooms to maximize hotel revenue.
• Process cash and credit card transactions per procedures.
• Post charges, prepare deposits, and balance assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Communicate guest requests to management for follow-up.
• Handle guest complaints with appropriate service recovery gestures.
• May book reservations and handle cancellations or updates as needed.
• Promote teamwork and coordinate with other departments.

Skills

Front desk experience

Guest service

Education

High School diploma or equivalent

Some college preferred

Tools

PMS systems

Job description

The hourly pay rate for this role is $18.40.We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

JOB OVERVIEW:

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.

DUTIES AND RESPONSIBILITIES:

• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• 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.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints.Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups that are requested either by
• phone or from within the hotel; process cancellations, revisions, and information updates on
• changes.
• Promote team work and quality service through daily communications and coordination with other departments.
• 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:

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

Other:

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

Work Area:Front Office

The statements in this job description are intended to represent the key duties and level of work being performed.They are not intended to be ALL responsibilities or qualifications of the job.This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.