Front Office Assistant - Dynamic Team

What is the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Office Assistant, 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 the warm atmosphere that makes our guests feel at home in any location. 

Your day to day

• Be the warm welcome that kicks off a memorable guest experience 
• 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
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary 
• Stay safe all the time. 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

What we need from you

• 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 - extra language skills would be great, but not essential 
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers
• Flexibility - night, weekend and holiday shifts are all part of the job 
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential 
• Experience - ideally you’ll have spent at least one year in a front desk or guest service position 
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling