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Front Desk Agent - IHG Army Hotel Wainwright Hall at Fort Myer, VA at IHG in Fort Myer, Virginia

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

About us

At InterContinental Hotels & Resorts®, we own, operate and franchise more than 3000 hotels, offering close to half a million guest rooms in nearly 100 countries.  By bringing your expertise and passion to any one of our brands, you will help us achieve our vision: to be the most preferred, admired, and successful hotel company the world over.

At IHG Army Hotels, our mission is to provide great on-post hotel stay experiences to military personnel, families, as well as guests. We do this by providing convenient, reasonably priced hotels on 40 installations across the nation- many featuring brand-name hotels previously only offered off post. 

Your day to day

Welcome guests in a friendly, prompt, and professional manner recognizing IHG Rewards Club Members and returning guests 

Check guests in, issue room keys, provide information on hotel services and room location

Ensure required identification is taken from guests at check-in in line with local legislative requirements

Answer phones in a prompt and courteous manner

Up-sell rooms where possible to maximize hotel revenue

Answer, record and process all guest calls, messages, requests, questions, or concerns

Record guest preferences in the system

Check guests out, including resolving any late or disputed charges

Accurately process all cash and credit card transactions using established procedures

Issue, control, and release guest safe-deposit boxes in line with hotel procedures

Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up

Take action to solve guest problems/complaints using appropriate service recovery guidelines

Follow established hotel safety protocols and procedures always. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty

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

Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

What we need from you

You need a High School diploma or equivalent, plus one-year front desk/guest service experience and some college is preferred.  You may be required to work nights, weekends, and/or holidays.

Frequently standing up behind the desk and front office areas

Handling objects, products, and computer equipment

Basic computer skills to operate various property management and reservations systems, etc.

Being passionate about people and service

Strong communication skills essential when interacting with guests and employees

Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests information updates, etc.  

Basic math skills are used frequently when handling cash or credit.

Problem solving, reasoning, motivating, and training abilities are often used

What we offer

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law. IHG is committed to promoting a culture of inclusion where everyone feels safe, respected, and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.

Not Applicable for Colorado Applicants.





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