Front Desk Agent

Job Description

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights, and anticipate every detail of an outstanding experience. You’ll also create a warm atmosphere that makes our guests feel at home. As a brand ambassador, you will become a role model and your goal will be to sustain our intercontinental life.

Daily Tasks:

• Be the warm welcome that kicks off a memorable guest experience
• Acknowledge Rewards Club members and returning guests, in person or on the phone
• Take and manage guest bookings, and up-selling opportunities and tell them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right, by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their requests, questions, and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay safe all the time. Follow our safety procedures, report all incidents
• Always know what events and activities are on the day’s schedule
• Jump into other ad-hoc duties when your colleagues need your help
• Be communicative with your own team and with the rest of the departments
• Check guests´ incidences on a daily basis and make sure they are solved in a satisfactory manner.
• Carry out tasks in accordance with the hotel´s procedures
• Show confidence when dealing with guest´s compliant
• Assists all departments in servicing the guests, especially during high-volume periods
• Room assignment in accordance with guest´s preferences.
• Ensure the work area is clean and tidy at all times.
• During shifts in the club Lounge assist FB if needed
• Assist guest with luggage if needed
• Drive a great working environment for teams to thrive
• Support different CSR initiatives held by the hotel.

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