Front Desk Agent
Holiday Inn Express & Suites
Position Summary
The Front Desk Agent is responsible for delivering friendly, efficient, and professional service to every guest from arrival through departure. This role handles reservations, check-ins and check-outs, guest requests, phone calls, payments, and other front-office responsibilities while helping maintain a clean, safe, and welcoming hotel environment.
A major responsibility of this position is creating a positive, memorable guest experience. The ideal candidate must be friendly, outgoing, welcoming, and confident speaking with guests. Our goal is for happy guests to leave perfect-score reviews and positive IHG guest surveys, so excellent communication and genuine hospitality are essential.
Front Desk Agents must complete all duties assigned for the shift they are working and assist other departments as needed to support hotel operations, room readiness, and guest satisfaction.
Essential Duties and Responsibilities
- Greet every guest warmly, professionally, and with a positive attitude
- Create an exceptional guest experience by being helpful, attentive, outgoing, and responsive throughout the guest’s stay
- Build positive guest relationships that encourage excellent online reviews and positive IHG survey scores
- Complete check-in and check-out procedures accurately and efficiently
- Process reservations, room changes, cancellations, payments, deposits, incidental authorizations, and refunds according to hotel policy
- Answer incoming calls, respond to guest questions, provide hotel and local-area information, and take accurate messages
- Address and resolve guest concerns promptly, professionally, and with empathy; notify management of serious concerns or unresolved issues
- Handle cash, credit-card transactions, keys, shift reports, and all front-desk paperwork accurately
- Maintain confidentiality of guest information and follow hotel safety, security, emergency, cash-handling, and brand procedures
- Communicate clearly with housekeeping, maintenance, management, and other team members regarding room status, guest needs, maintenance concerns, and special requests
- Promote IHG One Rewards enrollment and assist guests with loyalty-program questions when applicable
- Keep the front desk, lobby, and work areas clean, organized, stocked, and professional in appearance
Shift Duties and Hotel Support
- Complete all opening, mid-shift, and closing duties assigned for the shift being worked
- Assist with housekeeping duties as needed, including stripping rooms, making beds, delivering linens or supplies, checking rooms, and helping prepare rooms for arriving guests
- Assist with sorting, washing, drying, folding, and stocking hotel laundry as needed
- Clean and maintain public areas, including the lobby, hallways, public restrooms, breakfast area, elevator areas, and other guest-accessible spaces
- Clean and maintain entranceways, vestibules, exterior doors, sidewalks, and immediate outdoor guest areas to ensure they remain safe and presentable
- Remove trash, replenish supplies, report maintenance concerns, and address cleanliness issues throughout the hotel
- Assist with breakfast-area upkeep and other operational tasks when assigned
- Help ensure the hotel remains guest-ready throughout the entire shift, especially during busy occupancy periods or when staffing needs require additional support
Qualifications
- High school diploma or equivalent preferred
- Previous hotel, customer-service, retail, cash-handling, or front-desk experience preferred, but not required
- Must have a friendly, outgoing personality and enjoy interacting with people
- Strong verbal communication and speaking skills are required
- Able to speak clearly, professionally, and confidently with guests in person and over the phone
- Dependable, punctual, professional, and committed to delivering excellent guest service
- Strong organizational, multitasking, and problem-solving skills
- Comfortable using computers, hotel reservation systems, phones, email, and payment-processing equipment
- Able to work independently, follow direction, prioritize tasks, and remain calm during busy periods
- Able to stand and walk for extended periods; bend, reach, push, pull, and occasionally lift up to 25 pounds
Schedule and Availability
This position is primarily needed for first shift, 7:00 AM–3:00 PM.
Additional regular shifts may include:
- 7:00 AM–3:00 PM
- 3:00 PM–11:00 PM
In the event of an emergency, unexpected absence, or operational need, the employee may be required to assist with coverage for the 11:00 PM–7:00 AM overnight shift.
Friday, Saturday, and Sunday availability is mandatory. Employees must also be available to work holidays as scheduled. Shift assignments and schedules may vary based on hotel occupancy and operational needs.
Pay: $15.51 - $16.33 per hour
Benefits:
- Flexible schedule
- Paid time off
Work Location: In person
