Front Desk AM Agent

Position Summary

The Front Desk Agent (Morning Shift) is responsible for delivering excellent guest service during peak morning hours, ensuring smooth check-outs, handling arrivals, and supporting daily hotel operations in accordance with IHG brand standards. This role is the face of the hotel and must demonstrate professionalism, efficiency, and hospitality at all times.

Typically 7:00 AM – 3:00 PM (may vary based on hotel needs)

• Greet guests warmly and professionally following IHG service culture
• Process guest check-outs efficiently and accurately
• Handle early check-ins when rooms are available
• Respond promptly to guest inquiries and requests
• Resolve guest concerns or elevate to management when needed
• Recognize and acknowledge IHG One Rewards members appropriately

• Balance and verify night audit reports and room status
• Ensure accurate room assignments and key issuance
• Maintain cash drawer and process payments correctly
• Answer and route incoming phone calls professionally
• Monitor lobby activity and maintain a welcoming environment
• Coordinate with housekeeping on room readiness and priorities

• Follow all IHG brand standards and front office procedures
• Utilize approved upselling techniques when appropriate
• Maintain proper documentation in Opera/PMS system
• Protect guest privacy and follow data security policies
• Support IHG One Rewards enrollment and recognition

• Review daily arrivals, departures, and VIP list
• Prepare and distribute morning reports as required
• Maintain front desk log book and pass-down notes
• Ensure front desk area is clean, stocked, and organized
• Assist with breakfast flow communication if applicable

• Communicate effectively with housekeeping, maintenance, and management
• Assist teammates during high-volume periods
• Participate in daily stand‑up or MOD briefing when scheduled
• Support training of new front desk associates when assigned