Front Desk Agent Overnight - IHG Army Hotels - San Antonio, TX

Job Overview:

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.  This position works during the overnight shift.

Duties and Responsibilities: 

• Welcome guests in a friendly, prompt and professional manner. 
• Register guests, issue room keys, provide information on hotel services and room location.     
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.   
• 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.
• Complete and transmit daily accounting reports and prepare them for review by hotel management
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• 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. 
• Promote teamwork 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.

Qualifications and Requirements:

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.
• Required to work the overnight shift
• May be required to work other shifts, weekends, and/or holidays.

Work Area:  Front Office

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.   This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.