At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:- Be charming by being approachable, having confidence and showing respect.- Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.- Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
Your day to day
Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures. - 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
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.- May be required to work nights, weekends, and/or holidays.