Guest Service Agent- IHG Hotel

Job Description

Job Description

As a Guest Service Agent at Candlewood Suites, you will be the first point of contact for our guests, providing exceptional customer service throughout their stay. You will handle front desk operations, reservations, check-ins and check-outs, and assist with guest needs to ensure a comfortable and welcoming environment for all.

Key Responsibilities:

• Greet guests warmly and professionally upon arrival and departure

• Check guests in and out efficiently using the property management system (PMS)

• Process payments, verify guest identification, and issue room keys

• Respond to guest inquiries and resolve complaints in a timely and courteous manner

• Maintain knowledge of hotel amenities, services, and local attractions

• Take reservations via phone, email, or in-person and ensure accurate entry

• Monitor and respond to guest requests, including maintenance or housekeeping needs

• Ensure the front desk area is clean, organized, and fully stocked with necessary supplies

• Work closely with housekeeping, maintenance, and management to ensure smooth operations

• Follow IHG brand standards and Candlewood Suites policies and procedures

Qualifications:

• High school diploma or equivalent (required)

• Prior hotel or customer service experience (preferred but not required)

• Proficient in Microsoft Office and front desk systems (Opera)

• Excellent communication and interpersonal skills

• Ability to work a flexible schedule including evenings, weekends, and holidays

• Must be reliable, organized, and capable of multitasking under pressure

• Friendly, professional demeanor with a strong guest-first mindset