Overnight - Front Desk Agent - MFWAK

About the position

Manages hotel front desk duties (check-ins, guest requests) during the night shift (approx. 11 PM - 7 AM) while also performing crucial accounting and reporting tasks, balancing daily transactions, verifying guest accounts, and preparing financial/operational reports for management. Other duties may include processing laundry. Your Day to Day – This position will check-in/check-out hotel guests in a timely and professional manner; and process all payments per established procedures. Other duties may include processing laundry. The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights, and anticipate every detail of a friction-free experience. You’ll also create a warm atmosphere that makes our guests feel at home in any location.

Responsibilities

  • Check-in/check-out hotel guests in a timely and professional manner
  • Process all payments per established procedures
  • Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
  • Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
  • Handle cash and credit transactions
  • Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
  • Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions, and concerns
  • Help them with anything from bill issues to local knowledge, and loop in management when necessary
  • Following our safety procedures, you’ll report all incidents and wear any protective gear needed
  • Take pride in your appearance and place as a brand ambassador
  • Always know what events and activities are on the day’s schedule
  • Jump into other ad-hoc duties when your colleagues need your help

Requirements

  • Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
  • Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories.
  • Fluency in the local language
  • Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math and computers.
  • Flexibility - night, weekend and holiday shifts are all part of the job.
  • You’ll have a high school diploma or qualification.
  • Strength - sometimes you’ll need to lift, push, and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

Nice-to-haves

  • Extra language skills
  • A college or university degree
  • Ideally, you’ll have spent at least one year in a front desk or guest service position.

Benefits

  • paid time off
  • medical/dental/vision
  • insurance
  • 401k
  • many other benefits to eligible employees
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