Guest Service Agent - Holiday Inn Express

Job Description

Job Description

Guest Service Agent- 

SUMMARY:

In this role, you will be responsible for delivering warm, efficient, and professional front desk service across all interactions, from check-in to check-out and every request in between. We are looking for individuals who are genuinely passionate about hospitality, thrive in a fast-paced environment, and take pride in making guests feel at home.

RESPONSIBILITIES:

Guest Check-In & Check-Out

•Welcome all guests warmly upon arrival and execute smooth, accurate check-in and check-out procedures.

•Verify guest identification, process payment methods, and issue room keys in accordance with hotel security policies.

•Clearly communicate room types, rates, amenities, hotel policies, and local area information to guests.

•Process early arrivals, late check-outs, room upgrades, and special requests in a professional and accommodating manner.

Guest Relations & Service Excellence

•Serve as the primary point of contact for all guest inquiries, requests, and concerns throughout the duration of their stay.

•Resolve guest complaints promptly, empathetically, and effectively; escalate unresolved issues to the Manager on Duty when necessary.

•Anticipate guest needs and deliver personalized service that exceeds expectations and drives positive reviews.

•Respond to guest requests via phone, in-person, and internal messaging systems in a timely and courteous manner.

•Promote hotel amenities, services, and local attractions to enhance the overall guest experience.

Reservations & Property Management System

•Create, modify, and cancel reservations accurately using the hotel’s property management system (PMS).

•Process walk-in guests and manage room inventory to maximize occupancy and revenue.

•Reconcile daily room status reports with Housekeeping and communicate discrepancies in a timely manner.

•Post charges, apply adjustments, and complete end-of-shift cash and credit reconciliation with accuracy.

•Run and distribute nightly reports as required by the General Manager or Front Desk Manager.

Communication & Interdepartmental Coordination

•Maintain clear and continuous communication with Housekeeping, Maintenance, and other departments to fulfill guest needs efficiently.

•Log all guest requests, complaints, and notable incidents accurately in the shift communication log.

•Relay accurate wake-up call schedules, do-not-disturb requests, and any special guest notes to relevant departments.

•Support the Manager on Duty (MOD) by acting as a communication hub across all hotel departments during the shift.

Safety, Security & Compliance

•Follow all hotel security protocols, including key issuance procedures, guest verification, and restricted area access.

•Maintain a thorough knowledge of emergency procedures and respond calmly and effectively in the event of an emergency.

•Adhere to all brand franchise standards, hotel policies, and applicable regulatory requirements at all times.

•Report any suspicious activity, safety hazards, or maintenance issues to management immediately.

•Ensure the front desk, lobby, and surrounding common areas are clean, organized, and presentable at all times.

Administrative Duties

•Complete all required shift paperwork, reports, and logs accurately and on time.

•Handle incoming calls with a professional phone manner; direct calls to appropriate departments as needed.

•Manage the receipt, secure storage, and proper logging of guest packages, mail, and lost-and-found items.

•Assist with administrative tasks as assigned by the Front Desk Manager or General Manager.

•Perform other duties as assigned, consistent with the responsibilities of this role.

Physical Requirements

This role requires the ability to stand for extended periods (up to 8 hours per shift), lift and carry items up to 25 lbs, and work in a lobby environment with varying noise levels. The Guest Service Agent must be able to work a flexible schedule including overnight shifts (Night Audit), weekends, and holidays as business needs require.

M&R Hotel Management is committed to equal employment opportunity. Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation. Associates or applicants who require a reasonable accommodation should contact the People & Culture Department. 

M&R Hotel Management participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.