Front Desk Agent Overnight

IHG · United States

What You'll Do

• Welcome and check in guests with a friendly, professional attitude.
• Process check-ins, check-outs, room assignments, and issue room keys.
• Answer incoming calls and assist guests with questions, reservations, and hotel information.
• Promote available room upgrades and hotel services when appropriate.
• Accurately process cash, credit card, and other payment transactions.
• Complete nightly audit procedures, accounting reports, and daily financial reconciliations.
• Prepare deposits and maintain accurate cashier records.
• Manage guest safe-deposit boxes following established procedures.
• Resolve guest concerns professionally and provide service recovery to ensure guest satisfaction.
• Communicate guest requests and operational issues to management and other departments.
• Coordinate with housekeeping, maintenance, and other hotel teams to provide seamless guest service.
• Assist with reservations, cancellations, and special guest requests.
• Perform additional duties as assigned, including concierge services and guest room tours.

• High school diploma or GED required; some college coursework preferred.
• At least one year of front desk, guest service, or hospitality experience.
• Excellent customer service and communication skills.
• Strong computer, organizational, and basic math skills.
• Ability to multitask and remain calm in a fast-paced environment.
• Fluent in English; additional language skills are a plus.
• Must be dependable and able to maintain confidentiality while handling guest and financial information.

• Stand for extended periods while working at the front desk.
• Lift and carry items up to 50 pounds.
• Use computers, keyboards, and hotel property management systems throughout the shift.

• Overnight shift required.
• Must be available to work weekends, holidays, and additional shifts as business needs require.