Part-Time Front Desk Agent (CWS)

IHG Hotels & Resorts; Joint Base Lewis-McChord (WA); On-site; USD 22,041 - 28,929; Full time

Job summary

IHG Hotels & Resorts is seeking a front desk/guest services associate. The hourly pay rate is $18.40. Eligible employees receive benefits such as paid time off, medical/dental/vision insurance, a 401k plan, and other benefits.

Responsibilities include checking guests in/out, registering guests, processing payments, upselling rooms, handling reservations, answering phones, and delivering exceptional guest service while maintaining accurate records and cash handling procedures.

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

• Check-in/check-out guests in a timely and professional manner and process payments according to established procedures.
• 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 and prepare deposits.
• Issue, control and release guest safe-deposit boxes.
• Communicate guest requests or issues to management for follow-up.
• Respond to guest complaints and provide service recovery.
• May book reservations for individuals or groups; manage cancellations and changes.
• Promote teamwork and coordinate with other departments.
• Perform other duties as assigned.

Skills

Guest service

English fluency

Phone etiquette

Education

High School Diploma

Some College

Tools

Property Management Systems

Reservation Systems

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.

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.

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 amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain 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.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.