Front Desk Agent

Roles and responsibilities

A Front Desk Agent is a key staff member in the hospitality industry, typically working at the reception area of hotels, resorts, or other lodging establishments. They are the first point of contact for guests upon arrival and departure, and they play a crucial role in delivering a positive guest experience. The role involves handling check-ins and check-outs, managing reservations, addressing guest inquiries, and ensuring that the front desk runs smoothly.

Key Responsibilities of a Front Desk Agent:

1. Guest Check-In and Check-Out

• Check-In: Welcoming guests upon arrival, verifying their reservation details, and efficiently checking them into their room. This includes confirming the guest's identity, providing key cards, and explaining hotel amenities or services.
• Check-Out: Managing the check-out process by confirming charges, processing payments, and ensuring the guest’s experience was satisfactory. The front desk agent may also ask for feedback or address any issues before the guest departs.

2. Handling Reservations

• Booking Reservations: Taking reservations over the phone, via email, or through the hotel’s booking system, and entering them accurately into the system.
• Reservation Modifications: Modifying existing reservations, including changes to dates, room preferences, or special requests.
• Overbooking Management: Ensuring that the hotel maintains proper occupancy levels without exceeding capacity. In case of overbooking, working to find alternative accommodations or solutions for guests.

3. Guest Services and Inquiries

• Answering Inquiries: Responding to questions about the hotel, local attractions, amenities, services, or policies. This could involve giving directions, recommending restaurants, or providing details on available hotel services like room service, laundry, or wake-up calls.
• Providing Assistance: Addressing guest requests, whether it’s a special room preference, extra bedding, or providing items like towels, toiletries, or information on local services.
• Handling Complaints or Issues: Addressing any concerns or complaints guests may have during their stay, such as room issues, noise complaints, or billing problems. If necessary, escalating to a supervisor or manager.

4. Maintaining Guest Records

• Updating Information: Ensuring that guest profiles are up to date with accurate contact information, payment details, and special preferences (e.g., room requests, VIP status).
• Guest History: Keeping a record of guest preferences for future stays, such as room type, special requests, or loyalty program membership.

Desired candidate profile

• Kicking off truly memorable guest experiences with the warmest of welcomes
• Acknowledging IHG Rewards Club members and returning guests in person or over the phone
• Taking, managing, and receiving payments for guest bookings
• Making the check-in and check-out process feel swift and seamless
• Staying one step of our guests’ needs to anticipate requests and offer tailored recommendations
• Being our guests’ trusted contact – helping with everything from bill issues to restaurant recommendations
  

What We need from you:

• 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 computer skills