Front Desk Agent Overnight

IHG Hotels & Resorts; Petersburg (VA); On-site; USD 28,000 - 36,000; Full time

Job summary

IHG Hotels & Resorts is seeking an overnight Front Desk Clerk at our Petersburg property. You will welcome guests, check in/out, issue keys, and handle guest inquiries to ensure a smooth stay.

Responsibilities include processing payments, posting charges, and maintaining security of transactions while providing exceptional service and upselling where appropriate. Some college preferred; bilingual abilities a plus.

Qualifications

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

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 posting all charges, completing cashier and other reports, preparing deposits, and counting/securing the assigned bank.
• Complete and transmit daily accounting reports and prepare them for review by hotel management.
• 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 and make appropriate service‑recovery gestures to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups requested by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• 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.

Skills

Front desk experience

Customer service

Communication skills

English fluency

Bilingual preference

Education

High School diploma or equivalent

Some college preferred

Job description

JOB OVERVIEW

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures. This position works during the overnight shift.

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 posting all charges, completing cashier and other reports, preparing deposits, and counting/securing the assigned bank.
• Complete and transmit daily accounting reports and prepare them for review by hotel management.
• 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 and make appropriate service‑recovery gestures to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups requested by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• 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.

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 stand behind the desk and front office areas.
• Carry or lift items weighing up to 50 pounds.
• Handle objects, products, and computer equipment.
• Use a keyboard to operate various property management and reservations systems, etc.
• Use communication skills a significant amount of time when interacting with guests and employees.
• Read and write often.
• Perform basic math frequently.
• Use problem‑solving, reasoning, motivating, and training abilities often.
• Work the overnight shift.
• Possibly work other shifts, 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.

ADDITIONAL REQUIREMENTS

This property is located on a U.S. Military Installation. Successful completion of a Federal background check, conducted by the Installation Visitor's Center, will be required to access the installation. This is necessary for interview purposes for this position. If hired, the background check will be required to be renewed annually at minimum. DOD‑sponsored ID holders are not subject to this process.

IMPORTANT INFORMATION

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue‑based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The availability of any bonus, commission, or other form of compensation allocable to a particular employee remains in the company’s sole discretion unless and until paid and may be modified at the company’s sole discretion, consistent with the law.
• EEO Is The Law – click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

EEO statement is required.