Front Office Shift Leader / Supervisor - Replacement position

We are looking for someone to replace our colleagues who are on parental/maternity leave. What’s the job? 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 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 • Answer phones in a prompt and courteous manner • Take action to solve guests problems or complaints using appropriate service recovery guidelines • Jump into other ad-hoc duties when your colleagues need your help