Night Front Desk Agent: Guest Experience & Upsell

IHG; Petersburg (VA); On-site; USD 17,000 - 25,000; Full time

Job summary

IHG Petersburg is seeking an overnight Front Desk Associate to welcome guests, check in/out, and handle payments professionally. This role requires courtesy and efficiency during off-peak hours.

You will register guests, issue keys, answer phones, upsell rooms when appropriate, and coordinate with other departments to ensure guest satisfaction. A high school diploma and fluency in English are required; some college is a plus.

Qualifications

• High School diploma or equivalent, plus one year front desk/guest service experience.
• Must speak fluent English. Other languages preferred.
• Ability to stand behind desk, lift up to 50 pounds, and operate a computer and PMS systems.

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.
• Upsell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with procedures.
• 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 for monitoring.
• Respond appropriately to guest complaints and provide service recovery as needed.
• May routinely book guest reservations and handle cancellations or updates.
• Promote teamwork and quality service through daily communications with other departments.
• Perform other duties as assigned including guest room tours and concierge services.

Skills

Guest service

Communication skills

Fluent English

Overnight shift

Education

High School diploma or equivalent

Some college preferred

Job description

IHG Petersburg is seeking an overnight Front Desk Associate to welcome guests, check in/out, and handle payments professionally. This role requires courtesy and efficiency during off-peak hours.

You will register guests, issue keys, answer phones, upsell rooms when appropriate, and coordinate with other departments to ensure guest satisfaction. A high school diploma and fluency in English are required; some college is a plus.