Overnight Agent Front Desk

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members

and also returning guests.

• Check guests in, issue room keys, provide information on hotel services and room location.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones in a prompt and courteous manner, utilizing their name several times during the conversation. Depending on shift, you may also input guest walk-up calls into the call sheet/system.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer, record and process all guest calls, messages, requests, questions or concerns, faxes, etc.
• Record guest preferences in the system, as well as service recovery process through tracking systems, such as HotSOS. This may also involve working with Engineering and other departments to help fix guest issues.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Issue, control and release guest safe-deposit boxes in line with hotel procedures.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up, such as Lost & Found inquiries, conference/catering questions, etc.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
• Completes the night audit, controls and audits rate accuracy and PM accounts, conducts credit limit checks, controls inventory and manages sold out nights, works closely with Revenue and Finance department and prepares appropriate reports

= 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

• Work as part of a team and communicate with other departments as per hotel procedures to ensure

excellent quality and service

• Perform other duties as assigned including guest room tours, concierge services, special guest requests, restaurant referrals, etc.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

The salary range for this role is $25.17 to $27.86. This is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.