Front Desk Agent InterContinental

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

Receive, register, check in and out guests according to Hotel Brand and legal requirements and enter guest details into the PMS

* Be familiar with all guest rooms to ensure rooms sales are maximised in accordance with selling strategies.

* Process all cashiering transactions in accordance with Front Office Accounting Standards.

* Responsible for float and ensure all accounting procedures are adhered to.

* Be fully conversant with hotel rooms, availability and rates and be able to sell accordingly

* Follow all Credit Policy and procedures

PEOPLE:

• Be involved and contribute at team meetings.

GUEST EXPERIENCE:

Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction.

* Be aware of functions, facilities, promotions and events taking place in the hotel

* Receive, process and confirm all reservations whether inbound or outbound

* Maintain all documentation as required.

* Liaise and follow up any actions required for guests.

* Control and monitor the allocation of rooms

* Courteously handle all incoming and outgoing telephone calls for guests and staff

* Ensure correct billing of all telephone charges to guests and monitor all administration extensions

* Process wake up calls

* Maintain guests voice mail system and manual message system

* Maintain all additional equipment required for all voice communication

* Receive guest enquiries and appropriately handle and log

* Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment.

* Maintain parcel log and follow procedures.

* Maintain log for all incoming / outgoing keys.

* Maintain privacy of guests with reference to room numbers, names, nationality, etc.

* Weekly safe box inventory.

* Update guest registration cards, update guest profile.

* Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy

RESPONSIBLE BUSINESS:

• Follow acceptable practices as required by company policy and procedures.
• Be fully conversant with all hotel emergency procedures