Front Desk Agent - PM

Responsibilities

• Check in customers using computer programs and equipment and provide guests with directions to their room.
• Inform customers of all on-site amenities and any relevant information that is needed to use them.
• Handle and resolve guest complaints.
• Invoice and bill guests for their stay and services used.
• Communicate with guests to better understand their individual needs to provide them with the best service possible.

• A minimum of a high school diploma is often a requirement as a Hotel Front Desk Clerk, but some hiring managers may prefer a bachelor’s degree.
• Relevant industries include sales, customer service and computers.
• Most hotel clerks will receive on-the-job training in the first few weeks in the position.
• A new front desk clerk may work with an experienced front desk clerk until they are ready to manage the expected tasks on their own.

• Computer knowledge: basic knowledge of computers is required as a Hotel Front Desk Clerk. Hotel clerks will often use computers to check in guests, create invoices and manage online bookings.
• Communication: strong verbal and nonverbal communication skills are important. Hotel clerks will use active listening skills to understand the individual needs of each customer and will use nonverbal skills to identify a guest’s satisfaction or dissatisfaction with their stay.
• Customer service: a requirement for a Hotel Front Desk Clerk, who works with guests when checking in, checking out, and when guests request information from the front desk.
• Problem‑solving: the ability to identify and overcome a problem is useful in the Hotel Front Desk Clerk role.
• 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, upsell opportunities and tell guests 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, helping them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the time. Following our safety procedures, 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.
• Jump into other ad‑hoc duties when your colleagues need your help.

We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training.

Join us and you’ll become part of the family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve – visit  to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.