Guest Services Agent

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard. Guest Service Agents are located at Holiday Inn Resort Surfside Beach. They are the face of the hotel and often the first people guests interact with upon arrival. Essential Duties and Responsibilities Always approach all interactions with guests and employees in a friendly and service‑oriented manner by maintaining a positive demeanor. Promote a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner. Maintain regular attendance as required by scheduling which will vary according to the needs of the individual property. Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag when working. Greet guests upon arrival and make them feel welcomed, always following the 5/10 rule. Check‑in and check‑out guests, assign rooms per guest requests and reservation details, assist with booking or canceling reservations, and process payments for guest bills. Arrange for special services for guests as needed, including making or canceling reservations, calling a taxi, providing directions, or coordinating housekeeping for a certain time. Minimize loss of revenue by adhering to credit and inventory control procedures and obtaining proper approval codes for cash and card‑paying guests. Monitor customer accounts to ensure adherence to hotel credit limits and verify accuracy of registration information such as name, address, and method of payment. Adhere to hotel policies regarding the use of cash banks, drop/deposit logs, etc. Diffuse conflict or tense situations with guests. Maintain a clean and safe work environment and report any safety issues to management immediately. Perform any other duties as assigned by management. Qualifications Must have a high school diploma or equivalent. Minimum 1 year of customer service experience required, hospitality industry preferred. Ability to interpret a variety of instructions provided in written, oral, or scheduled form. Ability to read, write, and speak effectively in English to communicate with guests and team members. Knowledge of reservation and POS systems. Ability to work with computers and good knowledge of operating software preferred. Must be able to multi‑task and be detail-oriented. Must be a team player. Ability to work independently with minimal supervision in a high degree of autonomy. Innisfree Hotels will invest in you, if you invest in you. We foster a workplace that promotes personal growth and service to humanity. Our culture resonates from our corporate office to our properties, resulting in great experiences for our guests. #J-18808-Ljbffr