Front Desk Agent (Full Time) - InterContinental Houston

JOB OVERVIEW:

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures. Ensure the security of the guest by verifying guest registration. Coordinate guests’ needs, requests, and inquiries to ensure superior service and value for our guests.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Financial Returns

• 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.
• Up-sell rooms where possible to maximize hotel revenue.
• During each shift, check all supplies to ensure adequate stock; replenish from the stock room as necessary and proper requisitions are completed to prevent outstanding budgetary food cost.
• Welcome guests in a friendly, prompt and professional manner and be knowledgeable of services in the local areas.
• Collect and provide comprehensive information and coordinate guest requests including but not limited to hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest. Handle reservations and obtain/issue tickets where applicable

People

• Answer phones in a prompt and courteous manner.
• Welcome guests in a friendly, prompt and professional manner
• Register guests, issue room keys, provide information on hotel services and room location
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

Guest Experience

• Respond appropriately to guest concerns or complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• 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.

Responsible Business

• 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.
• Print reports and/or complete paperwork at the end of shift
• Provide guest assistance with florists, couriers, mail services, rental of small business machines, international calls, etc.
• Respond appropriately to guest concerns or complaints in a timely manner. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Maintain a neat and orderly concierge desk and area that reflects highly on the hotel and brand
• Perform other duties as assigned.

QUALIFICATION 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, lifting, pushing or pulling items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.
• Bending, stooping, kneeling

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.
• May be required to work nights, weekends, and/or holidays