Front Desk Agent | InterContinental
Job Description
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
- Receive, register, check in and out guests according to Hotel Brand and legal requirements and enter guest details into the PMS
- Be familiar with all guest rooms to ensure rooms sales are maximised in accordance with selling strategies.
- Process all cashiering transactions in accordance with Front Office Accounting Standards.
- Responsible for float and ensure all accounting procedures are adhered to.
- Be fully conversant with hotel rooms, availability and rates and be able to sell accordingly
- Follow all Credit Policy and procedures
PEOPLE:
- Be involved and contribute at team meetings.
GUEST EXPERIENCE:
- Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction.
- Be aware of functions, facilities, promotions and events taking place in the hotel
- Receive, process and confirm all reservations whether inbound or outbound
- Maintain all documentation as required.
- Liaise and follow up any actions required for guests.
- Control and monitor the allocation of rooms
- Courteously handle all incoming and outgoing telephone calls for guests and staff
- Ensure correct billing of all telephone charges to guests and monitor all administration extensions
- Process wake up calls
- Maintain guests voice mail system and manual message system
- Maintain all additional equipment required for all voice communication
- Receive guest enquiries and appropriately handle and log
- Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment.
- Maintain parcel log and follow procedures.
- Maintain log for all incoming / outgoing keys.
- Maintain privacy of guests with reference to room numbers, names, nationality, etc.
- Weekly safe box inventory.
- Update guest registration cards, update guest profile.
- Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy
RESPONSIBLE BUSINESS:
- Follow acceptable practices as required by company policy and procedures.
- Be fully conversant with all hotel emergency procedures
ACCOUNTABILITY
This is a job in a large full-service, luxury, or resort hotel. With a goal to deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests, with the key aim of retaining and attracting new customers.
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
- Receive, register, check in and out guests according to Hotel Brand and legal requirements and enter guest details into the PMS
- Be familiar with all guest rooms to ensure rooms sales are maximised in accordance with selling strategies.
- Process all cashiering transactions in accordance with Front Office Accounting Standards.
- Responsible for float and ensure all accounting procedures are adhered to.
- Be fully conversant with hotel rooms, availability and rates and be able to sell accordingly
- Follow all Credit Policy and procedures
PEOPLE:
- Be involved and contribute at team meetings.
GUEST EXPERIENCE:
- Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction.
- Be aware of functions, facilities, promotions and events taking place in the hotel
- Receive, process and confirm all reservations whether inbound or outbound
- Maintain all documentation as required.
- Liaise and follow up any actions required for guests.
- Control and monitor the allocation of rooms
- Courteously handle all incoming and outgoing telephone calls for guests and staff
- Ensure correct billing of all telephone charges to guests and monitor all administration extensions
- Process wake up calls
- Maintain guests voice mail system and manual message system
- Maintain all additional equipment required for all voice communication
- Receive guest enquiries and appropriately handle and log
- Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment.
- Maintain parcel log and follow procedures.
- Maintain log for all incoming / outgoing keys.
- Maintain privacy of guests with reference to room numbers, names, nationality, etc.
- Weekly safe box inventory.
- Update guest registration cards, update guest profile.
- Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy
RESPONSIBLE BUSINESS:
- Follow acceptable practices as required by company policy and procedures.
- Be fully conversant with all hotel emergency procedures
ACCOUNTABILITY
This is a job in a large full-service, luxury, or resort hotel. With a goal to deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests, with the key aim of retaining and attracting new customers.
