Front Desk Agent (Hotel)

Holiday Inn Express & Suites is currently looking for a full-time Front Desk Agent to be the first point of contact and the first impression for guests. 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.

Responsibilities and Duties

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members as well as 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 that align 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 transaction using established procedures
• Issue, control and release guest safe-deposit boxed in line with hotel procedures
• Communicate any outstanding guest requests or issues to management they 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 incidents, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Qualifications and Skills

• Frequently standing up behind the desk and front office areas
• Occasionally carrying or lifting items weighing up to 50 pounds / 23 kilograms
• Handling cash, credit cards and other methods of payments
• Basic computer skills to operate various property management and reservation systems, etc.
• Passionate about people and service
• Strong communication skills are essential when interacting with guests and employees
• Reading and writing abilities are used often when competing 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
• The ability to work a flexible scheduling including nights, weekends, and/or holidays

Job Type: Full-time

Work Location: In person