Front Desk Associate
Holiday Inn & Suites Kalamazoo West
Holiday Inn & Suites Kalamazoo West is looking for professional, service-driven Front Desk Associates to join our team.
We are seeking individuals who are passionate about hospitality, thrive in a fast-paced environment, and take pride in creating exceptional guest experiences from check-in to check-out. The Front Desk team is the face of the hotel, and we are looking for candidates who are proactive, dependable, polished, and committed to delivering outstanding service every day.
If you enjoy helping people, solving problems with confidence, and working as part of a strong team, we would love to speak with you.
Important Requirements
- Must have open availability and be able to work any of the three shifts (1st, 2nd, and 3rd shift), including weekends and holidays.
- Must maintain a professional appearance, attitude, and communication style at all times.
- Must be proactive, self-motivated, and able to multitask in a busy hospitality environment.
- Must genuinely enjoy guest interaction and providing elevated customer service.
Position Summary
As a Front Desk Associate, you are often the first and last impression guests have of our hotel. This role requires professionalism, attention to detail, urgency, and a true passion for hospitality.
From arrival to departure, Front Desk Associates are expected to provide friendly, efficient, and knowledgeable service while anticipating guest needs and resolving concerns with confidence and care.
Our goal is not only to meet guest expectations — but to exceed them.
Education & Experience
- High school diploma or GED required
- Previous customer service or hospitality experience preferred
- Hospitality education or related studies are a plus
Knowledge, Skills & Abilities
- Strong verbal and written communication skills in English
- Ability to remain professional and composed in stressful situations
- Excellent multitasking and organizational skills
- Ability to work independently and take initiative
- Comfortable using computers, email, and Microsoft Office programs
- Basic math and cash-handling skills
- Ability to follow hotel policies, procedures, and brand standards
- Strong problem-solving and guest recovery skills
- Team-oriented mindset with a positive attitude
Key Responsibilities
- Guest Service & Hotel Operations
- Deliver exceptional hospitality during every guest interaction
- Greet guests warmly and professionally
- Answer phones promptly using approved greetings
- Resolve guest concerns quickly and professionally
- Maintain knowledge of hotel amenities, services, rates, and local attractions
- Promote and enroll guests in the hotel loyalty program
- Process reservations, check-ins, check-outs, and billing accurately
- Maintain clear communication with all hotel departments
- Complete shift checklists and support daily hotel operations
- Assist with light operational duties during downtime as needed
Professionalism & Accountability
- Maintain professionalism in appearance, attendance, communication, and behavior
- Arrive on time and ready to work scheduled shifts
- Demonstrate flexibility and willingness to support team operations
- Take initiative and remain productive during slower periods
- Follow all hotel safety, security, and cash-handling procedures
Safety & Cleanliness
- Help maintain a clean, organized, and welcoming lobby and public areas
- Follow emergency and safety procedures at all times
- Report unsafe conditions or suspicious activity immediately
- Ensure hotel amenities are used only by registered guests
Working Conditions
This position requires standing for extended periods of time in a fast-paced hospitality environment. Some lifting, carrying, bending, and movement throughout the property may be required.
At Holiday Inn & Suites Kalamazoo West, we are looking for individuals who take pride in hospitality, value teamwork, and are committed to creating memorable guest experiences every day.
Job Types: Part-time, Full-time
Pay: $14.50 - $15.50 per hour
Benefits:
- Employee assistance program
- Employee discount
- Referral program
Experience:
- Customer Service: 2 years (Required)
- Hospitality: 1 year (Preferred)
Work Location: In person
