Front Desk Agent

Job Description

Job Description

The Front Desk Agent is responsible for providing exceptional guest service and creating a welcoming first impression for all guests at The Holiday Inn Express & Suites. This position serves as the primary point of contact for guests throughout their stay, handling reservations, check-ins, check-outs, guest inquiries, and ensuring a positive and memorable guest experience.

$16 hourly

• Offers courteous and sincere hospitality at all times. Understands what is meant by “good guest service”. (Provides the public with uniform, consistent, efficient, courteous, high-quality service in addition to a clean hotel and grounds).
• Answers questions about the hotel and community, is knowledgeable about the location of local attractions, restaurants, and shopping, and answers complaints or concerns by the guests.
• Is part of the hotel’s security team and is responsible for immediately reporting, orally or in writing, any potential safety or security hazards to the immediate supervisor.
• Greets guests and checks them in and out using the computerized property management system. Completes all necessary paperwork for checking guests in and out, including guest registration information, appropriate room charges, and any other necessary documentation.
• Promotes all Company/Brand loyalty programs.
• Handles cash and is able to accurately count cash and make accurate change for guests. Responsible for cash transactions. Knows procedure for obtaining proper credit card authorizations.
• Operates the switchboard using proper telephone etiquette, taking and transferring calls as required, taking messages accurately, always noting time and date, recording and making guest wake-up calls. Able to operate a TDD (Telecommunications Device for the Deaf).
• Follows all emergency procedures and knows how to respond in the event of different types of emergencies. This requires mobility to travel from room to room and up and down stairs to notify guests and also assist guests in evacuating the hotel.
• Knows room rates, locations, and furnishings of all rooms.
• Knows the physical make-up and layout of the building, both interior and exterior.
• Review the front desk log and record the activities of your shift in the log.
• Responsible for balancing the cash drawer and shift deposit. Completes all necessary paperwork.
• Reports any problems, orally or in writing, concerning the front desk, guest relations, and maintenance to the immediate supervisor daily.
• Takes reservations and cancellations received over the telephone, through the front desk computer, through the mail, over the fax, and in person, and accurately inputs data in the property management system.
• Is responsible for being aware of any changes in hotel operations and policies.
• Locks and secures the front desk area at any time when required to leave the area (is required to take and use portable telephone for guest needs and potential emergencies).
• Keeps all entrances and sidewalk areas reasonably free of snow and ice.
• Checks outside lighting each night and reports any problems (bulbs out, etc.) on a maintenance request form.
• Delivers rollaways, cribs, and additional guest supplies (towels, soap, glasses, etc.) to guest rooms when requested.
• Follows procedures for handling disorderly conduct in guest rooms and public areas of the hotel.
• Organizes paperwork for the entire day's business. This includes the front office cash sheets, night audit reports, credit card settlement reports, guest registrations for checked-out rooms, and any miscellaneous paperwork related to the day's business.
• Records and audits each guest folio and checks and verifies that all charges have been accurately recorded on each guest folio for each room rented at the hotel. These charges include and are not limited to room charges and any miscellaneous charges, such as vending revenue, meeting room revenue, pet fees, etc.
• Verifies that the day's credit card settlement equals the General Manager’s property management system report and that the total credit card charges have been settled with the credit card processor.
• Counts the cash on hand and verifies the accuracy of the count.
• Can balance the reports and have them ready for the General Manager in a neatly assembled order.
• Keeps front desk area and lobby clean and orderly at all times (dust, vacuum, clean windows and doors, empty trash, etc.).
• Makes coffee, supplies, and cleans coffee bar/great room area. Restocks and cleans pantry/suite shop if available as a guest amenity.
• Helps secure guest lodging with referrals when the hotel is full.
• Keeps all areas of the front desk supplied with necessary items. Reports to the immediate supervisor any supplies that are needed.
• As lost and found items are turned in, records are made and placed in the proper storage area.
• Cleans guest rooms, either when the hotel is full and there is a vacant room that needs to be cleaned to be sold, or when the hotel is short of housekeeping staff.
• Assists with the setup of breakfast items when needed.
• Complies with BBP, OSHA, and Hazcomm 2012 standards. Knows the potential hazards of any chemicals used and the proper personal protective equipment required. Uses personal protective equipment as directed by Safety Data Sheets.

• Previous customer service, hospitality, retail, or front desk experience preferred.
• Experience with hotel property management systems is a plus.
• Ability to maintain confidentiality of guest and company information.
• Excellent verbal and written communication skills.
• Demonstrated ability to resolve guest concerns and provide effective solutions

Working at Holiday Inn Express & Suites I-90 is a rewarding experience, offering a supportive and team-oriented environment where employees are valued and empowered. The brand is part of IHG Hotels & Resorts, providing team members with access to global career growth opportunities, competitive benefits, and professional development programs.

Staff enjoy a positive workplace culture built on respect, inclusivity, and a shared commitment to delivering exceptional guest experiences. With a focus on work-life balance, recognition, and continuous learning, Holiday Inn Express & Suites is not just a job—it's a place to build a meaningful and lasting career in hospitality.