front desk agent

housekeeper

cook

night auditor

hotel housekeeper

Holiday Inn

Receptionist May 2013－Jan 2014 Holiday Inn Express － Mooresville NC
Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
 Receive payment and record receipts for services.
 Transmit information or documents to customers, using computer, mail, or facsimile machine.
 Hear and resolve complaints from customers or the public.
  Schedule appointments and maintain and update appointment calendars.
 Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.
 Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
  Analyze data to determine answers to questions from customers or members of the public.
Telemarketer Feb 2012－Mar 2013 ADT Homeland Security － Charlotte, NC
Conduct client or market surveys in order to obtain information about potential customers.
Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.
 Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
 Maintain records of contacts, accounts, and orders.
  Answer telephone calls from potential customers who have been solicited through advertisements.
Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations, INCREASED SALES BY 45%
Receptionist Apr 2011－Aug 2012 Candlewood Suites － Lawrenceville, GA
Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
 Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
 Transmit information or documents to customers, using computer, mail, or facsimile machine.
 Receive payment and record receipts for services.
 Schedule appointments and maintain and update appointment calendars.
 Hear and resolve complaints from customers or the public.
  Transmit information or documents to customers, using computer, mail, or facsimile machine.
 Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.
 File and maintain records.
Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.
  Calculate and quote rates for tours, stocks, insurance policies, or other products or services.
                                                                             Skills:
Customer and Personal Service, Clerical,Speaking,Active Listening, English Language,Coordination, Computers and Electronics,Critical Thinking, Writing,  Time Management, Persuasion,Judgment and Decision Making,Complex Problem Solving, Time Management,  Active Learning,Public Safety and Security,Learning Strategies,Communications and Media
                                                               Education
High School Diploma 04/2010 East Hall High －Gainesville, GA

Holiday inn hotels are privately owned, I worked for a LAKANI hotel and I've got to say, ITS THE WORST COMPANY I HAVE EVER WORKED FOR! I honestly can't stress that enough. I worked for the front desk and when I first started it didn't take me long enough before I regretted leaving my previous job for this one. The GM was constantly screaming and yelling at the front desk agents, it was an everyday thing! Soon enough both my front office manager and supervisor quit and I honestly don't blame them so we were left without a supervisor or manager. After that a new supervisor was hired and I first I thought she was nice but after a while she took on the same role as my GM of handling everything by screaming and yelling at us! IT WAS THE MOST ANNOYING AND FRUSTRATING THING EVER!!!!!!!!!!!!! It was horrible working here. People are constantly quitting, so we were always short staffed, the longest lasting employee had been here for a little over a year. I think that there says a lot about working here, if a company can't keep it's employees there's reasons behind it. The new front office manager is great! But the supervisor seems to boss him around which really bothers me and the GM doesn't seem to let him do things the way he wants. But he's the only exception the supervisor and GM have the same managing style and it honestly does not go far! There are really no benefits, besides 3 sick days and 1 week of vacation. But taking a vacation seems impossible since this place is always short handed. The break room is disgusting, it literally looks like a boiler room. On top of that I observed how unfairly housekeepers seem to be treated as well, I question if those working conditions are even legal. This is hands down a horrible job, maybe I was able to realize this because I've worked with way better companies and this job is definitely not worth it at all. The owners and management definitely do not care about their employees at all! Not to mention the pay sucks for all the stuff they put you through! I definitely do not recommend this job unless you desperately need it. If you've worked for good companies you'll quickly realize this job is not worth it and it won't be long before you regret your decision. I highly doubt all holiday inns are the same since they all have different owners but this particular hotel was a nightmare working for. I can't express how happy I was quitting. The day I quit my GM and supervisor just smirked and giggled, and my GM did not even acknowledge that I said anything. I thought that was the most unprofessional thing I have ever seen. This job sucked so much. I honestly wish I would've known all this before applying to this job.

A typical day at work you could expect to stand for the entirety of the shift, answer the phone as well as assist in house guests by making/editing reservations. Front desk staff constantly had to check the computer for new reservations, daily arrivals, and be knowledgeable about how many rooms were available, check-outs, etc.  Employees had to maintain the front desk/lobby areas and communicate well with the other departments in the hotel (housekeeping, maintenance, restaurant, etc.) I worked at one that was attached to a convention center so we also had to keep track of events and groups who were staying or hosting events and communicate with the sales and events teams to make sure things ran smoothly. I learned a lot about how a hotel operates and how important it is to have reliable staff to depend on in every department so everyone can do their jobs effectively. My front desk manager was very easy to communicate with and answered questions as quick as she could if she wasn’t on duty. We could request time off  - it wasn’t guaranteed, but if you put in your request early enough, you almost always were given the time off unless it was during a busy time of year. The upper managers were very nice and would check in with the front desk daily as well. I felt like I had the full support of my managers and didn’t ever feel like I couldn’t ask questions or voice my concerns. We got a lot of complaints at our specific location because the building itself needed updating and it didn’t always meet guests’ expectations. You had to be able to think on your feet and problem solve a lot when the managers weren’t there or if housekeeping and maintenance were gone for the day which could  be stressful. The hardest part of the job was definitely dealing with upset or rude guests. You are the front face of the hotel so when something goes wrong, even if you aren’t directly responsible for it, you have to do your best to solve whatever issue they bring forth. The most enjoyable part of the job would have to be the relationships I made not only with my boss and coworkers, but with our guests as well.  Having those fun interactions can make all the difficult or stressful parts of the job seem worth it. For perks, all employees were given a discount during their shift at the on-site restaurant as well as an IHG rewards number that could be used at other IHG hotels, which was also very nice. Overall, I would say that I would work for a Holiday Inn again. 

This company isn’t a bad one. I worked in the Anderson SC location (Clemson Blvd to be exact) . The problem I had was prioritizing promotional opportunities for lead roles or even for pay increase once I cleaned myself up. I didn’t think at first I was going to stay with them as long as I did because of the supervisor they had At the time but soon they relieved her and brought someone else in which DEFINITELY redirected the company as a whole and not just in Housekeeping department. I had someone’s input on my performance that knew nothing about me or the way I worked finally see how good of a worker I was. I started from the bottom with this company I changed and grew with this company not just professionally but also personally. If you can deal with the fast paced part and can be patient with them they will always have your best interest at heart for the most part. I do  advice that like any job be careful who you trust and be careful what you tell about your life or even past outside of this company thus there was a lot of DRAMA from the higher ups causing tension and stress with employees so it was uncomfortable at some points. If they could raise the pay and truly look at the hard working employees trying and showing up and showing outstanding dedication this company wouldn’t be bad. A job will provide all training and training support if they believe in you. I’ve learned that firsthand since leaving them earlier this year. The hardest part of the job was having to keep a professional face on because they have a tendency to gaslight you and really you’ve expressed your frustration calmly just for them not to give you any sort of explanation or any resources but the typical “Our budget” or not even checking in on things for you like they say they will. I enjoyed the staff the most which is honestly why I feel I stayed because I stuck with the a good hand of originals once I left plus like I said after 5 months of me being there they got all the problems for the most part out. Just be consistent and don’t show weakness. Im not sure if T still the executive for housekeeping but I learned a lot from her and I can honestly say I’ve never had a person believe in my potential the way she did. She really did put me to the test when it came down to assisting and building a team. I don’t think I would’ve ever gotten that opportunity if she didn’t take over for that department. It definitely turned around when she came in. Stay dedicated you should be fine 

A typical day at work honestly varies on the shift you work. I have been a floater for the 6 months I have been employed here which means I work all 3 front desk shifts at any given day, and in the beginning I also worked the breakfast bar. The hours arent too bad, however the manager is never around when you need him to be. I have been left to fend for myself since day one, self taught on everything I know, yet get critisized when I ask a question due to my tenure. The manager is a fresh out of college kid, no older than myself who only revceived the promotion through his fathers involvement of the hotel. He treats all of our guests as nothing more than dollar signs, tells us we are to stand firm with unruley guests, yet gives us a stern talking to if we do not bend to their every waking need.

     I have asked repeatedly for a set schedule due to trying to put my daughters in daycare to help get them away from my abusive ex husband (his fiance watches my girls while Im at work), but he wont due to another co worker already taking that specific slot. Said employee not only has nothing but time, but two grown children who she hardly sees so really has no use for the specific shift in question. Due to her lack of hustle and communication skills, our manager keeps her on that shift so he wont have to train her on a different shift.

     My manager also INSISTS I train all new employees in all of the tasks as well as completing my own (which is my pleasure do not get me wrong.) but when the employees are all non English speaking workers, it makes communication difficult which leads to more work being done since I have to physically show them how to do things thanks to the communication barrier. This is not my fellow employees fault, I do not resent or even pay attention to the barrier, however I feel if he wants me to train employees, he should either provide an inturpreter or more English speaking employees. 

     The hardest part of my job would have to be just keeping a smile on my face while listening to my boss tell a guest something completely different than what he told myself and other employees as well as having to deal with the re-precautions that follow.

     Despite not being a very happy employee with, the most enjoyable part of my job is bringing joy to my guests, watching their faces fill with relief when I tell them that their room is not only ready, but have knocked some money off the total price, if they had a rough travel or day, and just talking to them in general. I love our guests, and the things I am able to provide for them, even if it is just impeccable servuice.

I worked at two separate Holiday Inns in Salt Lake; the Downtown and Airport locations.  I had various jobs at both, including: bellhop, driver, front desk clerk and assistant front desk manager.  I loved the work so much I strongly considered it as a career.  I even considered going to Pepperdine where if memory serves was known for its hotel management coursework.  Ultimately, what steered me toward education instead was knowing hotel managers within the Holiday Inn Franchise meant working at various locations.  Additionally, the security of teaching and its benefit package was my final consideration which looking back, I think my decision was sound.

I learned about hotels from multiple roles.  At the properties I worked we were sometimes utilized as housekeepers, custodians, but overall, our role was to treat our customers with the very best service. During my time of employment at Holiday Inn, we had a "No Excuse" Policy which was posted in every room that if you're dissatisfied with your stay, in any way, you stayed for free.  Sounded farfetched at the time, but it was real, "no small print."  Honestly, I don't remember any guest who requested a free stay, but that was some time ago.

Loved the management and all co-workers.  We were a small enough property, at both locations, there was a true sense of being part of a family.

The hardest part of the job was when we overbooked.  People with guaranteed reservations being told their room wasn't held become quite distraught to put it euphemistically.  Sometimes the nearest hotel we could place them in was in Provo, Utah, 35 miles south.  This was such an awful position to be in as an employee, especially if you were the one who had to drive them to Provo.   

I loved meeting new and interesting people every day.  I think being the van driver was the most fun.  When I'd pick them up from the airport, it was inevitable to hear what a beautiful place they were in.  Driving in from the airport provides views of the mountains and city spectacularly.  Conversations were always enjoyable (I love to talk), which made this job so ideal.  

As an add-on, I also worked at the Salt Lake Hilton for quite awhile.  This was definitely a noticeable difference in hotel class mainly due to its size, multiple restaurants and bars, and its huge meeting spaces for all types of events.

Don’t be fooled! They’ll interview you for a particular shift that will soon change as soon as they have you in the door. The scheduling managers do not care if they work you every shift or a less than 10 hour turnaround for your next day’s shift. They claim it’s okay for you to do that but not themselves or that they’ve done it (but are paid more or complain when they have to do it about how it’s too difficult). There is never enough staff and always have excuses not to hire more staff in every department. They will use you until you quit. They claim that business is slowing down to deceive you. They act happy and accepting to your face and turn around and mock you in front of the other staff that you inevitably find out later. Time off is always a hassle or done with no consideration to the employee (like scheduling an overnight shift the night before, effectively making those days off useless). Eventually you stop asking. Management is practically a secret cult that doesn’t communicate honestly with its staff and hostile. They will take complaints from you and then turn around and complain about how you had a valid complaint. It is severely toxic. There is a serious nepotism problem, particularly in management, and this workplace is a constant drama mill and is running downhill. They only care about the bottom line and key metric scores. Pay is low for the amount of work you deal with and no appreciation. No pay raise opportunities or bonuses after being with the company for a year and bending over backwards and going above and beyond. I was required to do manager level tasks at lower position pay without even as much as a thank you. In terms of the job they wanted you to solve problems with no power whatsoever to effectively solve them other than throwing free drinks and snacks at the guests and then get angry when you cannot make the problems disappear. No manager takes any responsibility and will push it onto lower employees to make themselves look good and are very dishonest. When they leave, and you are alone running the building or need help, don’t expect anyone to answer your calls or help you. Managers are known to turn off their phones entirely when leaving for the day but then complain when issues aren’t handled the way they want them to—solely to make their jobs easier and make more money. If it doesn’t benefit them, forget it. Beware!!

The management was the worst you'll probably ever run into. They pay employees unfairly. Had staff making more than other staff members but doing less work. Advancement is a great possibility because they can ever only keep about 4 housekeepers and 5 front desk at a time. The owners who live in California come to the hotel quite frequently, a mother and son. If you disagree with one of them and voice your opinion you can rest assured they will treat you like dirt until you've had enough and quit. So unprofessional, would go as far as texting employees saying "if you don't come in today you will be terminated" and cutting employees pay with no notice or documentation. There was no communication between upper management whatsoever. The mother was probably the worst person to run a business ever. I never heard her tell one single staff member they were doing a good job, it was always "you are too slow" "your rooms are so bad" so on and so forth. You couldn't get away from her for 2 seconds to finish your job, and she micromanaged every single step you took, but then still would put blame on the staff for her mistakes. The son wasn't ever there enough to see the hostile work environment she was creating. I spent many days in the office having a meeting with them crying because I was trying to better the business, but being told I was slow, had horrible time management, and not doing the job sufficiently. I had 4 days of training with about a total of 5 hours actual hands on training, then 6 days until the mother came back and told me I was doing a horrible job. I told them that I wouldn't be surprised if the whole staff quit by the end of the week. The son went as far as to tell me that the lady working there which I will state that  I saw her work and she was the best housekeeper that hotel had, he told me that "shes unreliable and doesn't show up for work. He would have fired her a long time ago if the GM hadn't been protecting her and she has enough write ups to terminate. If he could he would pay her only $7.25 an hour he would that how terrible her work ethic is." It was unbelievable all the things that went on there. They flipped the whole staff at least 3 times while I was there (which was cumulatively only 3 months). When I left they only had 3 housekeepers and I think I had heard every single staff member talk about quitting. I would not be surprised if this hotel got shut down honestly.

This company was very difficult to work with most of the time. Phone calls were never returned on time. Daily numbers were not reviewed with the GM every morning. Instead it would be 30 days later. Amidst everything else a GM looks at, it is not going to be easy to remember where $0.06 was misplaced on the revenue sheet. A lot of back office paperwork. Triple entry of documents such as credit cards, checks, cash, budget, monthly reconciliations, daily audit information, etc. It was a lot of paperwork that one cannot keep up with daily without a strong AGM (but they won't find you an AGM). Staffing was difficult because no one listens to you about what is happening at the hotel. It is always just handle it. Then you handle it and you get in trouble. Training...well that is questionable. The controller yells at you daily and he is the one who keeps saying he will come train you for months. You figure 8 month later someone would show up at the property to train you properly. Nope. You get yelled at. Pass. They blind sight the GM and make you look like an idiot by not telling you what happened at your hotel. When you find out that is about the time your boss is en route to your property. Great. Thanks for the chance to rectify it. Definitely not recommending this company. Forget about property repairs. Always penny pinching yet complaining about condition and failed inspections. Well, fix what IHG told you to fix. Shell out the money otherwise we cannot do much else. Seriously, I take pride in my hotel and trying to get things done at this property was vey difficult. A lot of late nights of work due to poor handling of take over for this property. If I had been there initially for take over none of this would have happened on my watch. I have done three take overs as a GM. This was a botched job and the mistakes they made fell on my head. I missed Christmas and New Years with my kids. Upsetting. The controller said I had to work Christmas to rectify balances from May 2012. I was not even there. Their staff blamed for misplacement of their paperwork. I was not the HR when they were hired. I was at another hotel with a different company. This company was unlike any other company I have worked with in the past. Complete disaster in my GM experience.

A typical morning at work during the 7am to 3pm shift entails communicating with housekeeping on rooms and guests' departures, printing and organizing arrivals for the day and their registration cards, keeping track of rooms that are clean throughout the shift and updating them in the computer, communicating with maintenance for any problems in the rooms that need to be tended to before the guest arrives. A typical night at work during the 3pm to 11pm shift consists of going over all specifics (if any) of all individual reservations, checking in guests professionally and proficiently, answering all of guests questions about hotel, area, restaurants, events going on, etc., communicating with maintenance on any guests that need tending to or items to be taken to their room, as well as any maintenance issues with bathtubs, a/c units, etc. I have learned a lot from working at the front desk of the Holiday Inn Express, and am glad that I not only have gained customer service experience, but hospitality experience since I had only worked in retail for that field. I have also learned what it takes to run a hotel and what the key components are for making sales but keeping the guests happy by feeling not only safe but comfortable. My current manager is professional and sympathetic to any guests that have issues with their stay, and always strive for their happiness and comfort and the best way to resolve any conflict they have with the hotel. My co-workers work to the best of their ability and strive for nothing but excellence. The hardest part of the job would be trying to please each and every guest. We want nothing but the best experience for our guests and I have learned that unfortunately sometimes you just cannot please everyone no matter how hard you try. The most enjoyable part of my job is when I'm working the 7am to 3pm shift and the guests let me know about how wonderful their stay was and that they will be more than happy to write a positive review and will come back again soon. It's very rewarding to hear that you have made them feel comfortable and safe and feel like they have a home away from home.

Top Job Titles	Average Salary
Front desk agent 426 salaries reported	$15.32 per hour
Housekeeper 224 salaries reported	$14.29 per hour
Cook 165 salaries reported	$15.53 per hour
Night auditor 166 salaries reported	$15.98 per hour
Hotel housekeeper 142 salaries reported	$14.23 per hour

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