What are the responsibilities and job description for the Hotel Front Desk Agent position at Holiday Inn Express?
*Currently seeking candidates who have a flexible work schedule availability to include weekends and evenings.
Job purpose:
The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.
Duties and responsibilities:
- Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards members and also returning guests
- Check guests in, issue room keys, provide information on hotel services and room location
- Ensure required identification is taken from guests at check-in in line with local legislative requirements
- Answer phones in a prompt and courteous manner
- Up-sell rooms where possible to maximize hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns
- Record guest preferences in the system
- Check guests out, including resolving any late or disputed charges
- Accurately process all cash and credit card transactions using established procedures
- Issue, control and release guest safe-deposit boxes in line with hotel procedures
- Communicate any outstanding guest requests or issues to management that may require
additional monitoring or follow-up
- Take action to solve guest problems/complaints using appropriate service recovery guidelines
- Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
Qualifications and Requirements:
- Being passionate about people and service
- Strong communication skills essential when interacting with guests and employees
- Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
- Basic math skills are used frequently when handling cash or credit.
- Problem solving, reasoning, motivating and training abilities are often used
- Have the ability to work a flexible schedule including nights, weekends and/or holidays
Job Types: Full-time, Part-time
Pay: $14.00 - $16.00 per hour
Benefits:
- Employee discount
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Night shift
- Weekend availability
Experience:
- Customer service: 1 year (Required)
- Hotel experience: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Work Location: One location
