Front Desk Clerk - Holiday Inn & Suites Virginia Beach - North Beach

Front Desk Clerk

Located at Holiday Inn & Suites Virginia Beach North Beach, this position reports to the Assistant General Manager.

The Front Desk Clerk is responsible for providing professional and courteous service to guests while managing the daily operations of the hotel front desk. This role serves as the primary point of contact for guests and is responsible for check-in and check-out procedures, managing reservations, addressing guest inquiries, and ensuring accurate records of bookings and payments. The Front Desk Clerk plays a key role in creating a welcoming first impression, supporting guest satisfaction, and coordinating with other departments to ensure a smooth and enjoyable guest experience.

Essential functions include:

• Greeting and welcoming guests upon arrival and completing check-in and check-out procedures in accordance with hotel standards.
• Registering guests by collecting and verifying necessary information including contact details, identification, and payment information.
• Managing online, phone, and in-person reservations, ensuring accurate entry into the reservation system.
• Informing guests about available rooms, hotel rates, amenities, and property services.
• Verifying guest payment methods and processing transactions in accordance with hotel policies.
• Maintaining accurate and up-to-date records of reservations, room assignments, and payments.
• Responding promptly and professionally to guest inquiries, requests, and complaints.
• Coordinating with housekeeping to ensure rooms are clean, ready, and properly prepared for arriving guests.
• Confirming group reservations and assisting with arrangements for group arrivals, events, or VIP guests.
• Promoting and upselling hotel services, amenities, and facilities when appropriate.
• Following front office policies and procedures to ensure smooth daily operations.
• Performing additional duties as assigned.

Education:

High school diploma or equivalent required; coursework or a degree in hospitality, tourism, or hotel management preferred.

Experience:

1. Previous experience as a hotel front desk agent, receptionist, or similar customer service role preferred.

2. Experience working with hotel reservation systems such as Cloudbeds, RoomKeyPMS, or similar property management systems preferred.

3. Familiarity with online travel and booking platforms such as Booking.com and TripAdvisor preferred.

4. Experience providing customer service in a hospitality or service-oriented environment.

Skills & Abilities:

1. Strong customer service orientation and commitment to guest satisfaction.

2. Excellent communication and interpersonal skills.

3. Strong organizational and multitasking abilities in a fast-paced environment.

4. Ability to handle guest concerns and resolve issues in a professional and courteous manner.

5. Attention to detail and ability to maintain accurate records and transactions.

6. Ability to work independently while collaborating effectively with other departments.

7. Basic computer proficiency and ability to learn hotel management systems.

8. Professional appearance and demeanor when interacting with guests and team members.

No. of Employees Supervised: None

Travel Required: Minimal travel required; occasional travel may occur for training or support of property projects.

Hours Required: This position requires a flexible schedule based on operational needs. Hours may include evenings, weekends, holidays, and emergency response situations.

Physical Requirements: This role requires the ability to stand for extended periods of time, up to eight hours per shift. Must be able to walk, reach, bend, and stoop as needed to complete daily tasks. The position requires frequent use of hands for repetitive motions such as typing and phone use. Must be able to lift and carry up to 25 pounds occasionally, including assisting with luggage or handling packages. Clear verbal communication in person and over the phone is required.

Harrison Group is an equal opportunity employer of all qualified individuals. We are committed to creating a diverse and welcoming workplace that includes individuals with diverse backgrounds and experiences. We believe that enables us to grow as a company while serving customers throughout our communities. Black, Indigenous and People of Color, women, LGBTQIA+, and persons with disabilities are encouraged to apply.