Front Desk Agent; AM & PM Shifts 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.

• Financial Responsibilities
  • Accurately process all cash and credit card transactions in accordance with established procedures, including 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 complete proper requisitions to prevent outstanding budgetary food cost.
  • Welcome guests in a friendly, prompt and professional manner and be knowledgeable of services in the local area.
  • Collect and provide comprehensive information and coordinate guest requests, including hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours, and 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 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 teamwork 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.

High school diploma or equivalent, plus one year of front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.

• 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.

• 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.

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including an impressive room discount and some of the best training in the business. The hourly pay rate for this role is $15.00. This rate is only applicable for jobs to be performed in Houston, Texas.

We may pay more or less than the posted rate, and the rate may be modified in the future. An employee’s pay position within the…