IHG Front Desk Agent - InterContinental Los Angeles Downtown in Los Angeles, California
Front Desk Agent - InterContinental Los Angeles Downtown
Job Number R167760
Americas - United States - California - Los Angeles
Your day to day
Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures. FINANCIAL RETURNS• 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.• Issue, control and release guest safe-deposit boxes.• Up-sell rooms where possible to maximize hotel revenue. 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 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. RESPONSIBLE BUSINESS• 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
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.• May be required to work nights, weekends, and/or holidays.QUALIFICATIONS AND REQUIREMENTSHigh School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.