Full-Time Front Desk Agent (CWS)

IHG Hotels & Resorts; Joint Base Lewis-McChord (WA); On-site; USD 21,000 - 30,000; Full time

Job summary

IHG Hotels & Resorts in Washington state at Joint Base Lewis-McChord seeks a friendly front desk/guest services associate. You will check in/check out guests, handle payments, and provide information about hotel services and local area.

Key duties include registering guests, issuing room keys, answering phones, and up-selling rooms to maximize revenue. Basic math, cash handling, and excellent communication are essential, with a non-exempt status noted.

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 charges, completing cashier and other reports, preparing deposits, 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 service recovery gestures to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups; process cancellations, revisions, and information updates.
• 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.

Skills

Front desk experience

English fluency

Education

High School diploma or equivalent

Some college preferred

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.