Front Desk Agent


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Front Office, Front Office Agent
Job Level

At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than 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.

Job overview


Under general
direction of the Director of Guest Services or his/her delegate, and within the
limits of established InterContinental Hotels Group brand and local policies
and procedures, responsible for all activities relevant to the Front Desk.
Tasks include check in/out, rooming of all hotel guests, foreign exchange,
cashiering and Credit Follow up.


Ensures efficient running of Front Desk operations ; highest standards of hospitality
are demonstrated on every occasion.





Duties and Responsibilities




  • Promote
    Inter-hotel sales, in house facilities and Food & Beverage outlets.
  • To
    be fully conversant with the facilities, services and special promotions
    offered by the hotel and to pass this information on to the guest to maximize
    hotel sales.
  • To
    have a full working knowledge of the IHG Rewards and Ambassador programs and
    its benefits taking every opportunity to enroll new members.
  • Maintain
    comprehensive knowledge of standard reservation procedures.
  • Ensure
    that all charges are correctly posted to the guests bills following the
    standard procedures.
  • Deal
    with cash, check and credit transactions in accordance with the hotel and
    company policy, and ensure that any discrepancies are reported immediately.
  • Maintain
    cashier float and ensure accurate daily report of all money received.
  • Be
    aware of the hotel availability and of every opportunity to maximize room revenue.
  • Adhere
    to company credit policies to ensure that all revenue expected is received.
  • To
    be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling
  • Recycle
    whenever and wherever possible and enforce cost saving measures where
    appropriate specifically on stationary and hotel collateral material




  • Comply with the hotel rules and regulations
    and provisions contained in the Employee Handbook.
  • Comply with the company grooming
  • Comply with the time and attendance
  • Actively participate in training
    and development programs and maximize opportunities for self development.
  • Actively develop positive
    and effective communication between Front Desk team and all other operational departments.
  • Ability to work as part of
    a diverse team with colleagues from different viewpoints, culture and countries.
  • Replace colleagues at Guest
    Relations or Club lounge when necessary
  • Supervise and assist CID agents when necessary
  • Attend and actively
    participate in team briefings and departmental meetings




  • Demonstrate service attributes in accordance with
    industry expectations and company standards including:



    1. Being attentive to Guests;
    2. Accurately and promptly
      fulfilling Guests requests;
    3. Anticipate Guests needs;
    4. Maintain a high level of
      knowledge which affects the Guest experience;
    5. Demonstrating a ‘service’



  • Greet guests at all times in a friendly and helpful
    manner and attempt to learn and use guests’ name at every opportunity.
  • Take action so as to guarantee that guests depart from the
    hotel with a positive impression of hotel services.
  • Attend to guests’ inquiries
    and requests, refer problems to Supervisor if he/she unable to assist.
  • Take personal interest and
    pride to ensure that the front office and desk area is kept clean and in an
    orderly state at all times.
  • Handle Group Check In when
  • Must ensure high
    recognition of IHG Rewards Club and Ambassador Members in order to achieve
    optimal scores in HeartBeat survey and other Guest Satisfaction surveys.
  • Ensure maximum involvement
    in the HeartBeat program in order to obtain higher results.
  • Attends to guests’ request
    of using the service of safety box at all times.
  • Is fully aware
    of restaurant operating hours and specials / Spa facilities and services as
    well as other recreation options.
  • Register all
    arrivals according to established procedures.
  • Anticipate guests’ needs,
    to be aware of all written and spoken requests, to carry out these requests in
    a courteous and helpful manner.
  • Ensure all messages
    received for guests are passed on accurately and as quickly as possible.
  • Ensure a sound knowledge of
    the local area regarding history, places of interest and special events.
    Knowledgeable on where further information can be obtained.
  • Ensure all customers
    receive a fast, efficient and friendly service following the InterContinental
    Brand Standard Guidelines and the Standard of Operations Procedures of the
  • Perform tasks as directed
    by the Manager in pursuit of the achievement of business goals.
  • Is knowledgeable about the different
    software programs utilized in the Guest Services Department  including but not limited to Property
    Management System, Work Order and Glitch report system and electronic devices
    (paging system), etc




  • Comply with the Company’s Code of Conduct.
  • Comply
    in maintaining security of information relating to customers and colleagues in
    the hotel.
  • Comply
    with discretionary information keeping
  • Align self with the company values, mission and desired behaviors.
  • Perform correct handling and updating of IHG
    Rewards Club Membership in Loyalty Connect and Opera.
  • Demonstrate understanding
    and awareness of all policies and procedures relating to Health, Hygiene,
    Security and Fire Life Safety as well as emergency and evacuation procedures
  • Ensure all security
    incidents, accidents and near misses are always logged in a timely manner and
    brought to the attention of the Line Manager.
  • Must follow CID rules and
    to cover CID role as directed by the Manager.




  • Comply with the Company’s Code of Conduct.
  • Comply
    with discretionary information keeping
  • Align
    self with the company values, mission and desired behaviors.




Do you have what it takes to be a leader in the world's most global hotel company?

If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.


Ideally, the candidate must possess
previous work experience in a Front Office environment or equivalent. Is a team
player and have strong verbal and communication skills. He/She must be customer
oriented and is flexible to work in various shifts.





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