Front Desk Agent (Full Time) - InterContinental Houston

InterContinental Hotels Group; Houston, Town of Texas, Buffalo (TX, WI, NY); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Front Desk Agent to join their team in Houston. This role is crucial for creating memorable experiences for guests, ensuring their needs are met with charm and professionalism. You'll be responsible for welcoming guests, processing transactions, and coordinating requests to provide exceptional service. With a competitive hourly rate and a comprehensive benefits package, this opportunity offers a chance to thrive in a dynamic environment where your contributions will be valued. If you are passionate about hospitality and enjoy interacting with people, this role is perfect for you.

Benefits

Room Discounts

Paid Time Off

Medical/Dental/Vision Insurance

401k

Comprehensive Training

Qualifications

• 1+ year of front desk or guest service experience required.
• Fluent in English, other languages preferred.

Responsibilities

• Check-in/check-out guests and process payments accurately.
• Respond to guest concerns and ensure total satisfaction.

Skills

Customer Service

Communication Skills

Problem Solving

Basic Math Skills

Education

High School Diploma or Equivalent

Some College Preferred

Tools

Property Management Systems

Reservations Systems

Job description

Front Desk Agent (Full Time) - InterContinental Houston

Hotel: Houston (HOUIT), 6750 Main Street, 77030

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures. Ensure the security of the guest by verifying guest registration. Coordinate guests’ needs, requests, and inquiries to ensure superior service and value for our guests.

At InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
• 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.
• Up-sell rooms where possible to maximize hotel revenue.
• During each shift, check all supplies to ensure adequate stock; replenish from the stock room as necessary and proper requisitions are completed to prevent outstanding budgetary food cost.
• Welcome guests in a friendly, prompt and professional manner and be knowledgeable of services in the local areas.
• Collect and provide comprehensive information and coordinate guest requests including but not limited to hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest. Handle reservations and obtain/issue tickets where applicable.

People

• Answer phones in a prompt and courteous manner.
• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

Guest Experience

• Respond appropriately to guest concerns or complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• 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.

Responsible Business

• Promote teamwork 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.
• Print reports and/or complete paperwork at the end of shift.
• Provide guest assistance with florists, couriers, mail services, rental of small business machines, international calls, etc.
• Respond appropriately to guest concerns or complaints in a timely manner. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Maintain a neat and orderly concierge desk and area that reflects highly on the hotel and brand.
• Perform other duties as assigned.

QUALIFICATION 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, lifting, pushing or pulling 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.

WHAT WE OFFER:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including an impressive room discount and some of the best training in the business.

The hourly pay rate for this Hourly role is $15.00. This rate is only applicable for jobs to be performed in Houston, Texas.

This is the starting rate we in good faith believe we would pay for this role at the time of this posting. We may pay more or less than the posted rate, and the rate may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible full-time employees.

You can apply for this role through the link below (or through the internal career site if you are a current employee).