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.

• Balance and audit for accuracy room revenue, food and beverage revenue and telephone

• revenue; assist in the preparation of all reports relevant to daily revenues.

• Balance and audit for accuracy all room and tax charges, cashier's reports, and guest and

• house accounts.

• Complete and transmit daily management and accounting reports and supporting documents; prepare customer tracking report, market segmentation report, food and beverage revenue report, and other auditing report necessary to ensure the accurate accounting of hotel revenues and expenses.

• Transmit credit card batches.

• Act as hotel system liaison during night hours. Call in and open tickets with Opera, Protobase, or System Support during the overnight hours if a system fails or issues occur.

• Communicate with other hotel departments as necessary to resolve accounting discrepancies and to request or provide information.

• Perform all Guest Service Representative functions as required; may assist in booking room reservations; may assist in answering hotel phone calls and notifying guests of messages.

• Promote teamwork and quality service through daily communications and coordination with other departments.

• May assist with other duties as assigned.

• 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.

The hourly pay range for this role is $16.66 to $28.80. This range is only applicable for jobs to be performed in Joint Base Lewis-McChord, WA. This 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, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and any other benefits to eligible employees.

You can apply for this role through the link below (or through internal career site if you are a current employee).

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are 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.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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.

• 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.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

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