Job Description
The Holiday Inn Express is in search of people with a friendly, dedicated, and loving personality. Preferably with a strong hospitality background and would love to go above and beyond for our guests to make them feel welcome and at home. What is the role of a Guest Service Agent? A Guest Service Agent’s responsibility include greeting guests as they arrive, coordinating their check-ins to assigned rooms, and informing them about the hotel’s amenities. You must be capable of offering stellar customer service and providing a memorable hospitality experience for our guests. If you have previous hospitality experience and are familiar with hotel procedures like handling reservations, luggage collection, guest interactions, and check-in/check-out process, we’d love to meet you. Our ideal candidates should have a strong sense of communication, with the ability to resolve issues in a timely and accurate manner. You will manage guest services answering guests’ requests and making sure everyone is satisfied.
This industry functions 7 days a week, 24 hours a day, so flexible availability is required.
QUALIFICATIONS:
- Responsibilities
- Provide upscale guest service experiences for clients throughout their stay
- Ensure clients are properly greeted upon their arrival
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Coordinate luggage collection and storage
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Actively listen to and resolve complaints
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Inform clients of our hotel services, including breakfast and nearby dining options
- Promote all hotel amenities
- Ensure we comply with all standards and operating procedures
- Communicate and work with Housekeepers and Engineers to provide an overall comfortable guest experience
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Recommend local tourist spots, including places to dine, shop and sight-see
- Establish friendly relationships with regular hotel clients
QUALIFICATIONS:
● Proven work experience as a Guest Relations Agent or similar role
● Preferable IHG experience but not required
● Hands-on experience with Hotel Management software (PMS) (Opera)
● Proficiency in English; Other languages is a plus
● Customer service drive with outstanding communication and active listening skills
● Excellent problem-solving and multitasking skills
● Leadership skills
● Ability to work flexible hours including nights, weekends, and holidays
● Strong sense of responsibility and a professional presentation
Benefits:
● Employee discount
Schedule:
● 8-hour shifts
● Day shift
● Holidays
● Night shift
● Weekends
Experience:
● hotel: 1 year (Required)
Education:
● High school or equivalent (Required)
Work Authorization:
● United States (Required)
Shifts:
● Morning (Preferred)
● Evening (Preferred)
Working Days:
● Monday (Preferred)
● Tuesday (Preferred)
● Wednesday (Preferred)
● Thursday (Preferred)
● Friday (Preferred)
● Saturday (Preferred)
● Sunday (Preferred)
Work environment – front office, and all areas of the hotel. Job involves working under variable temperature conditions and noise levels, in indoor and outdoor settings. Must be able to stand and exert well-paced mobility for up to 8-hours in length. Must be willing and have the ability to work a varied schedule that includes nights, weekends and holidays.
Salary: $14.00 /hour
Job Types: Full-time, Part-time
Pay: $14.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Every weekend
- Holidays
- Morning shift
- Night shift
- Overtime
- Rotating weekends
Work setting:
Work Location: In person