Agent Front Desk

Role Purpose

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 a friction-free experience.

You’ll also create the warm atmosphere that makes our guests feel at home in any location. 

Key Accountabilities


* Be the warm welcome that kicks off a memorable guest experience. 


* Acknowledge IHG Rewards Club members and returning guests, in person or on the phone 


* Take and manage guest bookings, up-selling opportunities and telling 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 messages, 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.

Following our safety procedures, you’ll report all incidents and wear any protective gear needed. 


* Take pride in your appearance and place as a brand ambassador. 


* Always know what events and activities are on the day’s schedule. 


* Jump into other ad-hoc duties when your colleagues need your help.

Key Skills & Experiences


* Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to. 


* Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories. 


* Fluency in the local language - extra language skills would be great, but not essential. 


* Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers


* Flexibility - night, weekend and holiday shifts are all part of the job. 


* You’ll have a high school diploma or qualification.

A college or university degree would be a bonus, but not essential. 


* Experience - ideally you’ll have spent at least one year in a front desk or guest service position. 


* Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg).

This can involve bending and kneeling.