IHG
Front Desk Agent
Greets all guests in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity. Registers and rooms all arrivals according to established procedures. Maintains intimate knowledge of departmental standards and procedures. Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation. Maintains cashier float and ensures accurate daily report of all money received. Cashes hotel guest's personal and travelers checks and assists with currency exchange. Keeps abreast of all modifications to accounting policies and procedures. Responsible and attends to guest's request of using the service of safety box at all times. Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also InterContinental Hotels Group Loyalty Programs. Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc. Attends to guest's complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist. Is familiar with other InterContinental Hotels and Resorts so that guest indicating any next destination on the registration card can be "sold" an onward booking to another InterContinental Hotels. Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service. Performs the audit balances and prepares all works for audit in an orderly fashion. When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival. Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems. Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand. Ensure the front desk work area is kept clean and in an orderly state all the times. Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP's and with reference to hotel and to be a health or safety hazard. Prepare for each group's arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in the property management system. Process all group reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly. Maintain accurate filing system for groups and ensure that each group block is traced. Create and update group block notes to provide relevant data pertaining to all group reservations, and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract. Provide and maintain reports and records of all groups during stay and after departure, and follow up on any group inquiries. Attend Pre-meeting planning meetings or conferences as needed or requested. Promote team work and quality service through daily communications and coordination with other departments. Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports.
Greets all guests in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity. Registers and rooms all arrivals according to established procedures. Maintains intimate knowledge of departmental standards and procedures. Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation. Maintains cashier float and ensures accurate daily report of all money received. Cashes hotel guest's personal and travelers checks and assists with currency exchange. Keeps abreast of all modifications to accounting policies and procedures. Responsible and attends to guest's request of using the service of safety box at all times. Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also InterContinental Hotels Group Loyalty Programs. Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc. Attends to guest's complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist. Is familiar with other InterContinental Hotels and Resorts so that guest indicating any next destination on the registration card can be "sold" an onward booking to another InterContinental Hotels. Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service. Performs the audit balances and prepares all works for audit in an orderly fashion. When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival. Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems. Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand. Ensure the front desk work area is kept clean and in an orderly state all the times. Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP's and with reference to hotel and to be a health or safety hazard. Prepare for each group's arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in the property management system. Process all group reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly. Maintain accurate filing system for groups and ensure that each group block is traced. Create and update group block notes to provide relevant data pertaining to all group reservations, and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract. Provide and maintain reports and records of all groups during stay and after departure, and follow up on any group inquiries. Attend Pre-meeting planning meetings or conferences as needed or requested. Promote team work and quality service through daily communications and coordination with other departments. Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports.