Hotel Front Desk Agent

Job DescriptionJob DescriptionPosition Overview We are seeking a warm, detail-oriented, and dependable Front Desk Agent to join our team at the Holiday Inn Express & Suites Roanoke Rapids SE. As the first point of contact for our guests, you will play a critical role in delivering IHG’s signature hospitality. The ideal candidate thrives in a fast-paced environment, possesses strong problem-solving skills, and has experience operating HotelKey Property Management System (PMS). Candidates must be comfortable floating between 1st and 2nd shifts to support seamless hotel operations. Key Responsibilities Guest Registration & Service:Welcome arriving guests warmly and manage efficient check-in and check-out procedures.Process individual and group reservations, cancellations, room assignments, and rate adjustments accurately in HotelKey PMS.Enforce IHG One Rewards loyalty program standards by recognizing elite members and enrolling new guests.Operational Duties (Shift Floating):1st Shift Focus: Handle morning departures/check-outs, assist guests with breakfast/lobby inquiries, post daily room charges/settlements, and collaborate with Housekeeping on room availability status.2nd Shift Focus: Manage peak afternoon arrivals/check-ins, oversee evening guest requests, audit daily folios, and ensure the safety and cleanliness of the lobby/front office area.Financial & Billing Accuracy:Verify payment methods, process cash/credit card transactions, and manage guest folios accurately.Balance shift drawer and complete daily end-of-shift billing audits and drop summaries.Communication & Coordination:Answer multi-line phones promptly, transfer calls, and handle reservation inquiries or direct bookings.Serve as a liaison between guests and cross-functional teams (Housekeeping and Maintenance) to address work orders and room requests immediately.Manage guest feedback or service recovery issues with professionalism, empathy, and speed. Qualifications & Requirements PMS Experience: Prior experience using HotelKey PMS is strongly preferred (experience with IHG platforms or standard hotel PMS software is a plus).Shift Flexibility: Ability to work a rotating schedule floating between 1st Shift (7:00 AM – 3:00 PM) and 2nd Shift (3:00 PM – 11:00 PM), including weekends and holidays.Hospitality Mindset: Excellent communication, conflict-resolution, and interpersonal skills with a commitment to providing top-tier customer service.Technical Skills: Basic computer proficiency, familiar with handling payment processing terminals, standard office equipment, and phone systems.Physical Requirements: Ability to stand for extended periods (up to 8 hours per shift) and lift up to 25–30 lbs occasionally (guest luggage, box deliveries, front desk supplies).Education: High school diploma or GED required. Benefits & Perks Competitive hourly wage based on experience.IHG Employee Travel Program: Deeply discounted room rates at IHG properties worldwide.Flexible scheduling options.Career growth and advancement opportunities within property management.