Front Desk Agent role at Hotel Indigo Frisco in Frisco, TX (onsite).

Provide a warm, guest-first arrival experience that sets the tone for each stay
Acknowledge IHG One Rewards members and returning guests in person or over the phone
Handle check-in and check-out, including taking IDs and distributing room keys
Manage reservations and bookings, including identifying upsell opportunities and sharing ways to enhance the guest stay
Process credit transactions for pre-paid reservations
File credit card authorizations and complete charges associated with check-out
Capture guest needs and preferences, then act on messages, requests, questions, and concerns with diligence
Serve as a trusted point of contact for guest support (example areas: bill issues, local knowledge)
Escalate to management when needed
Maintain safety awareness inside and outside the building, watching surroundings and any person who may not be a registered guest
Represent the brand with pride in personal appearance and professionalism
Know the day’s events and activity schedule to support group and event operations
Assist with ad-hoc duties when colleagues need support

Communication skills for handling concerns and compliments with ease
Problem-solving skills to resolve issues and support positive guest outcomes
Fluency in the local language (additional languages helpful, not required)
Literate and tech-savvy skills for reading, writing, basic math, and computer use
Flexibility for night, weekend, and holiday shifts
High school diploma or qualification required
College or university degree is a bonus (not required)
Experience required: at least 1 year in a front desk or guest service position (hotel-related experience required; IHG and/or Opera PMS preferred)
Ability to lift, push, and pull items up to 50 lbs (23 kg), including bending and kneeling
Ability to communicate professionally with the public, hotel staff, and management
Knowledge of surrounding areas and local events
Understanding of proper credit and payment procedures
Ability to properly secure guest information
Ability to learn and follow safety, emergency, and accident prevention policies and procedures
Skilled use of front office equipment
Knowledge of proper telephone etiquette
Ability to work a flexible schedule including weekends and holidays

Front Desk Agent

Job Description