Front Desk Agent

3 months ago

Chicago, United States IHG Full time

**Front Desk Agent**

**Hotel Brand:** InterContinental Hotels

**Location:** United States, Illinois, Chicago

**Hotel:** InterContinental - Chicago Magnificent Mile (ORDHA)

**Job number:** R191556

**Share:**

**THE JEWEL OF CHICAGO'S MAGNIFICENT MILE**

InterContinental Chicago is a lot like the city itself; historic but hip, refined but relaxed, cultured but comfortable. A member of Michigan Avenue's architectural elite since 1929, our hotel is within easy reach of Chicago's incomparable museums, stores, theatres and restaurants. Navy Pier, Shedd Aquarium and Oak Street Beach are minutes away.

The InterContinental Hotel Group owns, operates and franchise more than 9,000 hotels, 120 million stays per year in nearly 100 countries. Our people lie at the heart of our business - and by bringing your expertise and passion to IHG; you will help us to achieve our goal of creating Great Hotels Guest Love.

****Your day to day****

***JOB OVERVIEW***

Under the general direction of the Assistant Front Office Manager, and within the limits of established IHG and local hotel policies and procedures, responsible for the Check-in/Check out of hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide prompt and satisfactory resolution to any inquiry, problem or complaint received from internal and external guests.

***RELATIONSHIPS:***

* Reports directly to the Assistant Front Office Manager

* Interacts with guests as well as individuals outside the hotel.

* Interacts and cooperates with other departments as required

* Communicates with all departments pertaining to VIP arrivals and special VIP requests, especially Front Office, Room Service, Housekeeping and other Department managers

***JOB DUTIES AND RESPONSIBILITIES:***

* Check-in/Check out of hotel guests.

* Issue Safe Deposit Boxes to guests and ensure security of keys

* Process all payments

* Answer all calls within three rings and ascertains and uses the guests surname at least three times throughout the ensuing conversation

* All internal transferred calls should be announced

* Input all guests requests and departmental requests promptly and accurately into the Hotsos response system

* Coordinates and assigns by dispatching work orders to the appropriate department and staff and ensures the assigned work orders are completed in the accepted standard time and by priority.

* Inputs all guests wake up calls as requested and promptly and accurately into the wake up call sheet and system

* Follow lost and found procedure according to the hotel standard

* Is knowledgeable of and completely conversant in all fire and evacuation procedures, security procedures, health and safety policies and procedures, and other general hotel information including, but not limited to the following

* Methods of payment/basic accounting procedures

* Basic hotel Standard operating procedures

* Answer any guest or visitor inquiry.

* Monitor, send and distribute guest faxes

* Document and confirm reservations and cancellations

* Block rooms in the computer and follow through on designated requirements

* Pre-register designated guests and prepare key packets

* Communicate pertinent guest information to designated departments/personnel (i.e., special requests, and amenity delivery)

* Resolve discrepancies on the room status report with Housekeeping

* Process all check-outs according to established hotel requirements;

* Resolve any late charges

* Present folio to guest and resolve any disputed charge

* Settle Guest Accounts following Accounting procedures

* Request guest comments on their stay

* Handle requests for late checkouts according to established hotel procedures

* Conduct group check-ins/outs according to established hotel procedures

* Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information

* Adhere to all cashiering procedures:

* Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

* Make change for guests

* Cash guests' personal checks/travelers checks

* Post Charges

* Settle room accounts

* Run closing reports

* Count bank at end of shift

* Complete designated cashier reports

* Balance receipts

* Drop receipts

* Secure bank

* Provide basic Concierge service

* Perform other duties, tasks and special projects as assigned.

****What we need from you****

***QUALIFICATIONS:***

* Must speak fluent English, using correct grammar. (Speaking other languages is desirable)..

* Preferred College Degree or equivalent experience.

* Must be able to maintain a highly positive and friendly image that will reflect well on hotel's overall appearance.

* Must be conscious of cultural differences

* Ability to input and access data in computer

* Ability to understand guest inquiries and provide responses

* Ability to promote positive relations with all individuals who approach to the Front desk, and by telephone

* Ability to focus on guests' needs, remaining calm and courteous

* Ability to think clearly, quickly and make concise decisions

* Ability to prioritize, organize and follow-up

* Ability to work well under pressure of # of arrivals/departures within any given period of time

* Ability to focus attention on details

* Ability to maintain confidentiality of all guests and hotel information

* Ability to ensure security of guestroom access

* Ability to remain stationary at assigned post for extended periods of time

* Ability to work other shifts as mandated by business demands/emergency situations

****What we offer****

At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do.

And we're looking for more people like this to join our friendly and professional team. In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan.

Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

**Front Desk Agent**

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

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