Front Desk Agent - Japanese or Chinese Speaking

IHG Hotels & Resorts; Tamuning (GU); On-site; USD 15,000 - 21,000; Full time

Job summary

IHG Hotels & Resorts Guam seeks a Front Desk & Guest Services Agent to warmly welcome guests and manage check-in/out, ensuring a smooth stay with professional service.

You will assist with reservations, answer inquiries, and provide local insights to enhance guest experiences. Fluency in English is required; Japanese or Chinese language skills are a plus. This hourly role requires flexibility to cover all shifts.

Qualifications

• High School Diploma or equivalent.
• Experience with OPERA hotel property management system is highly preferred.
• Fluent in English (speaking, listening, reading and writing).
• Excellent interpersonal skills to build relationships internally and externally.

Responsibilities

• Register and room all arrivals according to established procedures.
• Handle check-in and check-out, data entry into hotel systems.
• Assist guests with luggage and personal belongings.
• Respond to guest complaints and requests; escalate when needed.
• Promote teamwork and coordinate with other departments.

Skills

Customer service

Communication

Multilingual (English)

Education

High School Diploma

Tools

OPERA PMS

Job description

Job Information

• Hourly Position
• $13.00 per hour
• Must be able to speak either Japanese or Chinese professionally, reading and writing a plus.

Job Requirements

• Must be able to work in Guam USA without any restrictions:
  • US Citizens,
  • US Permanent Residents
  • Residents of Federated States of Micronesia.
• Must be flexible to work all shifts required.
• Experience with OPERA hotel property management system in highly preferred.
• Prior experience as Front Desk Agent or Reservation Agent in hotel industry a plus.
• Must be able to speak either Japanese or Chinese professionally, reading and writing a plus.

What’s the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk & Guest Services Agent, yours will be one of the first friendly faces guests see and rely on to properly and efficiently manage their stay with our Resort. You will be able to 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 at our Resort.

Your day-to-day

General

• Deliver Crowne Plaza brand promise and service signatures to daily work.
• Registers and rooms all arrivals according to established procedures.
• Maintains intimate knowledge of departmental standards and procedures.
• Performs check in, check out, room change procedures and ensures all data are fully entered correctly into the hotel systems in accordance with reservation.
• Responsible and attends to guest’s safety box use at all times.
• Attends to guest complaints, inquiries and requests; escalates problems to supervisor/assistant manager if he/she is unable to assist.
• Is familiar with other IHG hotels and resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another IHG hotels.
• Always know what events and activities are on the day’s schedule
• Jump into other ad-hoc duties when your colleagues need your help
• Perform other ad-hoc duties – unexpected moments which may be assigned by management when we have to pull together to get a task done.
• Ensure guests are greeted warmly and professionally and assist guests with their luggage and personal belongings.

People

• Promote and maintain a safe and positive workplace.
• Support other Rooms Department team as needed.
• Maintain regular and consistent attendance, appearance and attitude.
• Promote teamwork and quality service through regular communication and coordination with managers, team members, and other departments.

Financial

• Assist with reservations - answer calls, book and confirm reservations, follow-up as necessary.
• Handle cash and credit transactions.
• Maintains cashier float and ensures accurate daily report of all money received/sent.
• Cashes Resort guest’s personal and travelers checks and assists with currency exchange.
• Keeps abreast of all modifications to accounting policies and procedures.
• Ensure guests are greeted warmly and professionally and assist guests with their luggage and personal belongings.

Guest Experience

• Be the warm welcome that kicks off a memorable guest experience.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
• Always present genuine smiling face, friendly and offering assistance to guests.
• Stay one step ahead of guests’ needs – record and act on their preferences.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Provide information about local features, shopping, events, and recreational destinations.
• Enhance guest experience by responding timely to guest requests.
• Respond timely and appropriately to guest request and complaints.
• Make appropriate service recovery gestures in accordance with established guidelines.
• Be familiar with repeat guests and IHG Rewards Club members and ensure proper handling.
• Assist to ensure that guests are taken care of during their visit so they are happy to return.
• Provide transportation services for guests such as to and from the airport or as assigned.

Responsible Business

• Maintains comprehensive knowledge of standard reservation procedures including correct use of forms, reading telex, e-mail, messages, and how to interpret availability sources within the reservation systems.
• Maintains exemplary deportment standards of behavior, appearance and attitude as expected in an IHG Brand.
• Takes personal interest and pride to ensure that the guest service work area is kept clean and in an orderly state at all times.
• Strives to maintain the high standards of the hotel for all guests with special attention to IHG Loyalty Program members and other VIP’s.
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Perform other duties as assigned.

What We Need From You

• Education - High School Diploma or equivalent
• Service years - Experience with OPERA hotel property management system in highly preferred.
• Language - Fluent in English (speaking, listening, reading and writing)
• Knowledge and skills
• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Basic math skills, reading, and writing are used when completing paperwork.
• Proficient computer skills including MS programs.
• Must be able to work nights, weekends, holidays, and during inclement weather.
• Must be able to obtain a vehicle operator license.
• Excellent interpersonal skills to build relationships internally and externally.

What We Offer

In return we'll provide you a competitive financial and benefits package which may include Health (medical, dental & vision) insurance, a 401k plan with company match, Paid Time Off and Employee Discount. A chance to become part of the global IHG family - opening a door to endless career opportunities. We’re passionate about growing our talent. We’ll provide the training & development you need to succeed & progress into your next role.

Join us and you’ll become part of the global IHG family – Our colleagues share some winning characteristics: we work better together, we trust and support each other, we aim higher by looking for better ways to do things, we do the right thing, and we welcome different perspectives.

Equal Opportunity Statement

IHG is an equal opportunity employer: Minorities/ Females/ Disabled/ Veterans