The Holiday Inn Express Charlotte Southwest is seeking an enthusiastic and customer-focused Guest Service Representative to be the welcoming face of our hotel and provide exceptional service to every guest. You will serve as our guests’ first point of contact, handling check-ins, reservations, and inquiries while ensuring their stay is pleasant and memorable.
Responsibilities:
- Perform all check-in and check-out tasks accurately and efficiently
- Manage online and phone reservations
- Inform guests about payment methods and process transactions
- Register guests, collecting necessary information (contact details, stay dates, etc.)
- Welcome guests upon arrival and assign rooms
- Provide information about hotel services, rates, and amenities
- Respond promptly and professionally to guest complaints
- Coordinate with housekeeping to ensure rooms meet brand standards before guest arrival
- Confirm group reservations and arrange personalized services for VIPs and event guests
- Upsell additional hotel facilities and services when appropriate
- Maintain accurate records of bookings and payments
- Enroll new IHG One Rewards members and ensure existing members receive an exceptional experience
- Complete all other tasks assigned by the Front Office Manager, Assistant General Manager, or General Manager
Requirements & Skills:
- Previous work experience as a Hotel Front Desk Agent, Receptionist, or in a similar customer service role preferred
- Experience with Hotel Key or PEP systems is a plus (training provided)
- Strong customer service attitude and problem-solving skills
- Excellent communication and organizational abilities
- Ability to work flexible shifts, including 1st and 2nd shift
- Willingness to complete training on 3rd shift as part of onboarding
- IHG brand experience preferred but not required
If you are passionate about hospitality and thrive in a guest-focused environment, we’d love to meet you! Apply today and join a team committed to delivering exceptional stays and lasting memories.
Job Types: Full-time, Part-time
Pay: $13.00 - $14.00 per hour
Benefits:
- Employee discount
- Paid time off
Work Location: In person
