Front Desk Agent Overnight - IHG Army Hotels - Fort Bragg

Job description

Description

About us

JOB OVERVIEW:

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.  This position works during the overnight shift.

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Your day to day

DUTIES AND RESPONSIBILITIES:

·  Welcome guests in a friendly, prompt and professional manner.
·  Register guests, issue room keys, provide information on hotel services and room location.     

   Answer phones in a prompt and courteous manner.

·  Up-sell rooms where possible to maximize hotel revenue.
·  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.
·  Complete and transmit daily accounting reports and prepare them for review by hotel management
·  Issue, control and release guest safe-deposit boxes.
·  Communicate any outstanding guest requests or issues to management that may require

   additional monitoring or follow-up.

·  Respond appropriately to guest complaints. Make appropriate service recovery gestures in order

    to ensure total guest satisfaction. 

·  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.

·  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.
What we need from you

Qualifications 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 or lifting items weighing up to 50 pounds
·  Handling objects, products and computer equipment
·  Use a keyboard to operate various property management and reservations systems, etc.

 

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.
·  Required to work the overnight shift
·  May be required to work other shifts, weekends, and/or holidays.

 

Work Area:  Front Office