Job description
About the role
As a Front Desk Agent, you will be the first person our guests interact with, emphasising the importance of providing consistently excellent customer service. You’ll not only be the person they rely on to handle transactions but also 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 and welcome.
This is a full-time position, 5 days over 7 and the applicant will need to be flexible as night, weekend and holiday shifts are all part of the job.
Key Job Responsibilities
- 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
- Stay up to date with IHG One Rewards training, contributing to all IHG set targets
- 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
- Always know what events and activities are on the day’s schedule
- Jump into other ad-hoc duties when your colleagues need your help
- You will check guest details, acknowledging or promoting IHG membership
- You will ensure special requests from guests are completed
- You will keep up to date with food allergen training and ensure the kitchen and your colleagues are aware of any guest who notifies you of an allergy
- Look smart – wear your uniform with pride
- Always follow safety procedures
- You will keep up to date with all Health and Safety and COSHH training
- You will be flexible as night, weekend and holiday shifts are all part of the job
We welcome candidates with the drive and commitment to:
- Effectively deal with all customer enquiries including face to face, telephone and email.
- To take and input bookings via different channels, entering the correct details into the property management system.
- Building rapport with customers and maintaining professional relationships with colleagues
- Ensure all guest requirements have been satisfied
- To be fully knowledgeable of the facilities available within the hotel.
- Always know what events and activities are on the day’s schedule.
- To be a well presented, professional, reliable and punctual individual.
- Experience working in a hospitality or hotel environment is a plus.
- Ability to handle multiple tasks efficiently while maintaining a friendly demeanor.
About The Holiday Inn Newport:
Holiday Inn Newport is owned and operated by QN Hotels under licence from Intercontinental Hotel Group. Having undergone an extensive refurbishment of the hotel lobby areas, we now offer a new Modern & Vibrant lobby, surrounded with colourful décor and modern co working spaces.
We host 119 bedrooms, 30 of which are Executive bedrooms, we have 12 Meetings rooms our largest room can accommodate up to 460 guests.
Why work with us:
In addition to being part of a vibrant company grounded in a passionate set of beliefs and values, we are dedicated to nurturing and supporting our team, career progression is important to us.
Our Employee benefits include IHG One rewards scheme which offers employee discounts at worldwide hotels.
Pay: £12.74 per hour
Benefits:
- Canteen
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Sick pay
Work Location: In person
