Front Desk Agent (Morning & Night Shifts)
Position: Front Desk Agent
Location: IHG Hotel
Property Management System: HotelKey
Employment Type: Full-Time / Part-Time
Job Summary
We are seeking friendly, dependable, and customer-focused Front Desk Agents to join our team. The ideal candidate will provide exceptional guest service while efficiently managing front desk operations using the HotelKey Property Management System. We are hiring for both Morning Shift and Night Shift (Night Auditor) positions.
General Responsibilities
- Greet guests in a friendly and professional manner.
- Perform guest check-ins and check-outs using HotelKey.
- Process reservations, room assignments, modifications, and cancellations.
- Handle guest inquiries, requests, and complaints promptly and professionally.
- Answer and direct phone calls.
- Process payments, deposits, refunds, and maintain accurate cash handling procedures.
- Coordinate with Housekeeping and Maintenance to ensure room readiness and guest satisfaction.
- Maintain accurate guest records and update reservations.
- Follow IHG brand standards and hotel policies.
- Ensure the front desk and lobby remain clean, organized, and welcoming.
- Maintain confidentiality of guest information.
- Assist with other hotel operations as assigned by management.
Morning Shift Responsibilities
- Complete guest check-outs efficiently and accurately.
- Welcome and check in arriving guests.
- Coordinate with Housekeeping regarding room status, early arrivals, and priority cleaning.
- Respond to guest service requests throughout the day.
- Assist with walk-in reservations and same-day bookings.
- Monitor room inventory and availability.
- Balance cash drawer and complete shift reports.
- Communicate important information to the afternoon and night teams during shift handoff.
- Help maintain a positive guest experience by resolving concerns promptly.
Night Shift (Night Auditor) Responsibilities
- Perform guest check-ins and late-night check-outs.
- Monitor hotel security and ensure guest safety during overnight hours.
- Complete the nightly audit using HotelKey.
- Balance daily transactions, reconcile accounts, and prepare financial reports.
- Verify room rates, payments, and folios for accuracy.
- Process end-of-day reports and prepare the system for the next business day.
- Respond to guest requests and emergencies in a calm and professional manner.
- Conduct routine property inspections as required.
- Maintain a quiet, safe, and secure environment throughout the night.
- Prepare reports and communicate important updates to the morning management team.
Qualifications
- Previous hotel front desk experience preferred.
- Experience with HotelKey Property Management System is preferred; training may be provided for qualified candidates.
- Excellent customer service and communication skills.
- Strong computer and multitasking abilities.
- Basic math and cash-handling skills.
- Ability to work independently and as part of a team.
- Professional appearance and positive attitude.
- Flexible availability, including weekends and holidays.
- High school diploma or equivalent.
Preferred Skills
- Experience with IHG brand standards is a plus.
- Strong problem-solving and conflict-resolution abilities.
- Ability to remain calm and professional in a fast-paced environment.
- Excellent organizational and time-management skills.
- Reliable attendance and punctuality.
What We Offer
- Competitive pay
- Flexible scheduling
- Training and career growth opportunities
- Supportive team environment
- Employee discounts (where applicable)
- Opportunity to grow within an IHG-branded hotel
Pay: $15.00 per hour
Benefits:
Work Location: In person
