Front Desk Agent – Austinburg Hotel (IHG Brand) Position Overview
Austinburg Hotel, an IHG-branded property, is seeking an exceptional Front Desk Agent who is passionate about hospitality and committed to delivering outstanding guest experiences. We are looking for a highly motivated, dependable, and professional individual who thrives in a fast-paced environment and consistently exceeds guest expectations.
As the first and last point of contact for our guests, you will play a critical role in creating memorable experiences through exceptional customer service, efficient operations, and adherence to IHG brand standards. This position requires flexibility, initiative, and a willingness to assist in multiple hotel operations, including breakfast service and laundry, when needed.
Key ResponsibilitiesGuest Services
- Welcome every guest with warmth, professionalism, and genuine hospitality.
- Perform efficient guest check-ins and check-outs while ensuring accuracy in all transactions.
- Process reservations, modifications, cancellations, and room assignments using the hotel's property management system.
- Answer multi-line phone systems promptly and professionally.
- Respond to guest questions, requests, and concerns with urgency and a solution-oriented attitude.
- Handle guest complaints professionally and escalate issues to management when appropriate.
- Process payments, cash handling, credit card transactions, and daily balancing accurately.
- Maintain complete knowledge of hotel services, amenities, room types, rates, promotions, and local attractions.
Hotel Operations
- Coordinate with Housekeeping and Maintenance to ensure guest rooms are clean, inspected, and ready for arrival.
- Assist the housekeeping department by completing leftover laundry when necessary, including washing, drying, folding, and organizing hotel linens.
- Prepare and set up the complimentary breakfast according to IHG brand standards before guest service begins.
- Monitor and replenish breakfast items throughout the breakfast service to ensure guests have a positive dining experience.
- Properly store all remaining breakfast food following food safety and sanitation guidelines.
- Clean and sanitize the entire breakfast area after service, including:
- Wiping and disinfecting all tables, countertops, and serving areas.
- Putting chairs back in their proper place.
- Sweeping and mopping all breakfast area floors.
- Cleaning beverage stations and breakfast equipment.
- Taking out trash and replacing liners.
- Restocking breakfast supplies for the following day.
- Maintain a clean, organized, and welcoming lobby, front desk, and public areas throughout each shift.
Daily Operations
- Complete shift reports, logs, and required documentation accurately.
- Maintain guest confidentiality and protect sensitive information.
- Follow all IHG brand standards, hotel policies, and safety procedures.
- Assist with other hotel duties as assigned to ensure smooth daily operations.
Qualifications
- Previous hotel front desk or hospitality experience preferred.
- Experience with hotel property management systems is a plus.
- Excellent verbal and written communication skills.
- Strong computer skills and the ability to learn hotel software quickly.
- Ability to multitask efficiently in a fast-paced environment.
- Outstanding customer service and conflict resolution skills.
- Professional appearance and positive attitude.
- Reliable transportation and excellent attendance.
- Ability to work mornings, evenings, weekends, holidays, and overnight shifts as needed.
Required Skills
- Exceptional customer service with a genuine passion for hospitality.
- Strong communication and interpersonal skills.
- Excellent organizational and time-management abilities.
- Accurate cash handling and payment processing.
- Ability to work independently while prioritizing multiple responsibilities.
- Willingness to assist across departments, including Front Desk, Housekeeping, Laundry, and Breakfast operations.
- Knowledge of food safety and sanitation practices is preferred.
- Strong attention to detail and commitment to cleanliness.
- Positive attitude, dependability, and teamwork.
Physical Requirements
- Ability to stand and walk for extended periods.
- Ability to lift up to 40 pounds.
- Ability to bend, reach, push, pull, and carry hotel supplies and laundry.
- Ability to perform physical tasks associated with housekeeping support and breakfast area maintenance.
What We Expect
At Austinburg Hotel, we believe every team member contributes to our guests' experience. We are looking for individuals who:
- Deliver exceptional hospitality during every guest interaction.
- Take ownership of their work and maintain the highest level of professionalism.
- Are flexible and willing to assist wherever needed.
- Maintain a clean, organized, and welcoming hotel environment.
- Represent the IHG brand with integrity, pride, and excellence.
- Arrive on time, demonstrate reliability, and work well as part of a team.
This position is ideal for someone who enjoys variety, takes pride in their work, and understands that outstanding hospitality comes from teamwork and a willingness to go above and beyond.
Job Type: Full-Time and Part-Time
Schedule:
- Morning, Afternoon, Evening, and Night Shifts Available
- Weekends Required
- Holidays Required
- Overtime Available
Benefits
- Competitive Pay
- IHG Employee Hotel Discount Program
- Paid Training
- Career Advancement Opportunities
- Paid Time Off (for eligible employees)
- Employee Recognition Program
- Supportive and Team-Oriented Work Environment
At Austinburg Hotel, we hire team members—not just front desk agents. If you're dependable, guest-focused, and ready to contribute wherever needed to create an exceptional guest experience, we'd love to have you join our team.
Pay: $15.00 - $16.00 per hour
Benefits:
Work Location: In person
