Evening Front Desk Agent

Evening Guest Service Representative

Join our team at Holiday Inn Express & Suites - Springfield, MO!

At O'Reilly Hospitality Management, LLC, we are a forward-thinking company offering opportunities to engage your passions through sustainability efforts, health & wellness, community involvement, & philanthropic outreach efforts. We are committed to empowering team members throughout all levels of leadership. Every team member has the opportunity to contribute in a unique way, making a real impact. We are seeking supportive, collaborative, detail-oriented people to join our team!

At O'Reilly Hospitality Management, LLC, we offer:

• 401(k) & Roth 401(k) with company match full-time and part-time team members are eligible!
• Health, Dental, Vision & Life Insurance
• Paid Time Off, including Paid Parental Leave
• Growth Potential and Career Advancement
• Hotel/Restaurant Travel Perks & Discounts!

Never wait for a paycheck again! O'Reilly Hospitality Management, LLC team members can sign up for earned wage access through DailyPay on day one!

Essential Responsibilities:

• Warmly welcomes and promptly acknowledges guests in a friendly, professional, and genuine manner.
• Facilitates efficient and accurate guest check-in and check-out, including room assignment based on availability and guest preferences.
• Provides room keys and pertinent information to guests while maintaining guest privacy and security by never announcing room numbers aloud.
• Responds promptly and professionally to guest questions, requests, and inquiries.
• Resolves guest concerns and complaints with professionalism, empathy, and appropriate follow-through; escalates complex issues to management when necessary.
• Maintains accurate and current guest information and records within the hotel system.
• Processes guest payments, calculates and finalizes folios, provides change, and accurately posts room and market charges.
• Processes, confirms, modifies, and cancels guest reservations as needed.
• Provides information regarding hotel amenities, services, local attractions, dining, transportation, and entertainment.
• Assists guests with restaurant, transportation, entertainment, or other reservations as requested.
• Safeguards and properly handles guest valuables in accordance with hotel policies and procedures.
• Understands and follows hotel credit, cash-handling, and payment policies and procedures.
• Maintains accurate cash balances and completes deposits in accordance with company policies.
• Uses telephone, switchboard, and other communication systems to effectively receive and relay guest and hotel information.
• Serves as a liaison between guests and hotel departments to facilitate timely resolution of requests and concerns.
• Protects guest privacy and confidential information and follows all applicable safety and security procedures.
• Maintains a professional appearance and follows company uniform, grooming, and attendance standards.
• Consistently upholds hotel brand standards, company policies, and brand values in all guest and team member interactions.
• Demonstrates a commitment to world-class guest service and contributes to a positive, welcoming environment for guests and team members.
• Supports and participates in O'Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety initiatives.
• Understands and complies with all O'Reilly Hospitality Management, LLC company policies, procedures, and standards applicable to the position.

Skills & Abilities:

• Strong guest service, interpersonal, and communication skills with a friendly and professional demeanor.
• Ability to create positive guest experiences and effectively resolve questions, concerns, and complaints.
• Strong attention to detail and accuracy when handling guest information, reservations, payments, and financial transactions.
• Ability to prioritize and manage multiple tasks in a fast-paced hotel environment.
• Basic mathematical and cash-handling skills.
• Ability to operate computers, hotel property management systems, POS systems, telephone/switchboard, and other front desk equipment.
• Ability to maintain confidentiality and protect guest privacy and security.
• Ability to work independently, exercise sound judgment, and remain calm under pressure.
• Ability to work effectively as part of a team and communicate information between departments.
• Ability to learn and perform Night Audit procedures, including financial reconciliation and reporting, when assigned.
• Demonstrates reliability, professionalism, flexibility, and a commitment to world-class guest service.

Education & Experience:

• High school diploma or GED is preferred.
• Previous hotel, hospitality, customer service, or front desk experience is preferred but not required.
• Previous Night Audit or accounting experience is a plus.
• Must be able to successfully complete required hotel and company training.

Hours & Requirement:

• Must be available to work a flexible schedule based on hotel business needs, including mornings, evenings, weekends, and holidays.
• May be required to work overnight shifts and perform Night Audit duties as needed.
• Regular and reliable attendance is an essential function of the position.
• Must arrive on time and be prepared to work scheduled shifts.
• Must maintain company and hotel uniform, grooming, and appearance standards.
• Must be able to work independently during overnight shifts when assigned to Night Audit.

Environment / Work Conditions:

• Works primarily in a hotel front desk environment with frequent interaction with guests, team members, and other departments.
• Fast-paced environment requiring frequent multitasking, prioritization, and interaction with guests.
• May experience periods of high activity, noise, interruptions, and challenging guest situations.
• Overnight shifts may require working independently with limited management or team member support.
• May be exposed to varying temperatures, lighting, and noise levels throughout the hotel.
• May occasionally be required to walk throughout the property and respond to guest or operational needs.
• Must be able to maintain a professional and courteous demeanor in a variety of situations.
• May be required to stand or sit for extended periods and perform frequent walking, bending, reaching, and other routine movements associated with front desk operations

O'Reilly Hospitality Management, LLC, is an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, genetic information, disability, protected veteran status or other protected classifications.