Guest Service Representative

About the Job

Holiday Inn is looking for a part-time to full-time front desk person. Hours for this position would be 2 days 7a-3p weekdays and 2 days 3p-11p on weekends. Possibility for more hours as business picks up.

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Desk Agent will check-in and out guests efficiently, and make sure they have all they need for a great stay.

• Welcome guests in a friendly, prompt, and professional manner recognizing IHG Rewards Club Members and also returning guests.
• Check guests in, issue room keys, provide information on hotel services and room location.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones in a prompt and courteous manner.
• Answer, record, and process all guest calls, messages, requests, questions or concerns
• Record guest preferences in the system.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Follow established hotel safety protocols and procedures at all times.
• Immediately report any health and safety incident, security breaches, concerns, or suspicious behavior to the supervisor or manager on duty.

• Frequently standing up behind the desk and front office areas.
• Basic computer skills.
• High School diploma /Secondary qualification or equivalent.
• One year front desk/guest service experience preferred.
• Proficiency in Opera is preferred but not essential.