The Front Desk Agent is responsible for creating a warm, welcoming, and seamless arrival and departure experience for guests. As the first point of contact, this role sets the tone for the guest experience by delivering exceptional service, anticipating guest needs, and representing the InterContinental brand with professionalism and genuine hospitality.
Key Responsibilities
- Welcome guests warmly and provide personalized, professional service throughout their stay.
- Complete guest check-in and check-out procedures accurately and efficiently.
- Process reservations, room assignments, payments, and guest account transactions.
- Respond promptly to guest inquiries, requests, and concerns, ensuring a positive resolution.
- Provide accurate information regarding hotel amenities, services, dining options, and local attractions.
- Maintain awareness of VIP arrivals, special requests, and guest preferences.
- Communicate effectively with Housekeeping, Engineering, Bell Services, and other departments to support seamless hotel operations.
- Handle guest complaints professionally, using sound judgment and problem-solving skills.
- Maintain accurate guest records and follow hotel procedures for cash handling, privacy, and security.
- Promote IHG One Rewards enrollment and educate guests on membership benefits.
- Uphold IHG brand standards, service expectations, and the hotel's commitment to exceptional hospitality.
- Perform additional duties as assigned by Front Office leadership.
Qualifications
- Previous customer service or hospitality experience preferred.
- Strong verbal and written communication skills.
- Professional appearance, positive attitude, and excellent interpersonal skills.
- Ability to multitask and remain composed in a fast-paced luxury hotel environment.
- Strong attention to detail, organization, and problem-solving skills.
- Ability to work independently and collaboratively as part of a team.
- Basic computer proficiency and willingness to learn hotel property management systems.
- Flexibility to work a rotating schedule, including all shifts, weekends, and holidays.
This is a full-time position requiring open availability and complete scheduling flexibility. Applicants must be available to work morning, evening, weekend, and holiday shifts as business needs require. Full availability is a condition of consideration for employment; no exceptions will be made.
Our Commitment
At InterContinental Buckhead Atlanta, we are committed to delivering True Hospitality through thoughtful service, genuine care, and memorable guest experiences. We seek team members who embody our service culture and are passionate about making every guest interaction incredible.