Full-Time/Agent Front Desk (Holiday Inn Express)
IHG
Full-Time/Agent Front Desk (Holiday Inn Express)
IHG
Posted 2 months ago
Full Time
, Washington
In Person
Smart Summary
Responsibilities
The Front Desk Agent is responsible for providing a warm welcome to guests, managing bookings, and handling transactions. They also act as a primary point of contact for guest inquiries, requests, and safety-related concerns.
Qualifications
You have strong communication and problem-solving skills, enabling you to handle guest concerns and ensure a positive experience. You are proficient in basic math, reading, writing, and computer use, and possess a high school diploma or equivalent. Ideally, you have at least one year of experience in a front desk or guest service role.
Must Have Skills for ATS
Front desk operations
Guest services
Cash handling
Credit card processing
Reservations
Job Description
Role Purpose
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, 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 in any location.
Key Accountabilities
- Be the warm welcome that kicks off a memorable guest experience.
- Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
- Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
- Handle cash and credit transactions.
- Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
- Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
- Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.
- Take pride in your appearance and place as a brand ambassador.
- Always know what events and activities are on the day’s schedule.
- Jump into other ad-hoc duties when your colleagues need your help.
Key Skills & Experiences
- Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
- Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
- Fluency in the local language - extra language skills would be great, but not essential.
- Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers
- Flexibility - night, weekend and holiday shifts are all part of the job.
- You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
- Experience - ideally you’ll have spent at least one year in a front desk or guest service position.
- Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition. Let’s Go Further Together.
IHG
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