What are the responsibilities and job description for the Front Desk Agent position at Holiday Inn Express & Suites?
Front desk clerks with Holiday Inn Express provide customer service to hotel guests. Primary job duties include greeting guests, issuing room keys, booking reservations, answering questions about hotel amenities, services, and surrounding points of interest, and ensuring customer satisfaction. Front desk clerks must generally possess basic mathematics and computer skills and the ability to effectively communicate verbally.
DUTIES AND RESPONSIBILITIES:
- Welcome guests in a friendly, prompt and professional manner.
- Register guests, issue room keys, provide information on hotel services and room location.
- Answer phones in a prompt and courteous manner.
- Up-sell rooms where possible to maximize hotel revenue.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
- Issue, control and release guest safe-deposit boxes.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
- Promote team work and quality service through daily communications and coordination with other departments.
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
Qualifications and Requirements:
High School diploma or equivalent, plus one year front desk/guest service experience is preferred but not a requirement. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds
- Handling objects, products and computer equipment
- Use a keyboard to operate various property management and reservations systems, etc.
Other:
- Communication skills are utilized a significant amount of time when interacting with guests and employees.
- Reading and writing abilities are utilized often.
- Basic math skills are used frequently.
- Problem solving, reasoning, motivating and training abilities are often used.
- May be required to work nights, weekends, and/or holidays.
Job Types: Full-time, Part-time
Pay: $14.00 - $15.00 per hour
Benefits:
- Employee discount
- Flexible schedule
Schedule:
- 10 hour shift
- 12 hour shift
- 4 hour shift
- 8 hour shift
- Day shift
- Monday to Friday
- Night shift
- Weekends as needed
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Work Location: In person
Salary : $14 - $15
