Front Desk Agent

Holiday Inn Lafayette City Centre; Lafayette (IN); On-site; USD 26,000 - 38,000; Full time

Job summary

Holiday Inn Lafayette City Centre is seeking a Front Desk Agent to provide exceptional guest service at check-in and check-out. You will greet guests, verify reservations, process payments, and handle inquiries with a friendly, efficient approach.

You will promote the loyalty program, assist with transportation and luggage, and ensure accurate cash handling. The role requires good communication, the ability to work flexible hours, and a professional appearance.

Qualifications

• High School diploma or equivalent required.
• Prior customer service experience preferred.
• Strong verbal and written communication skills essential.
• Basic computer skills required.
• Ability to stand for long periods and lift up to 15 lbs occasionally.

Responsibilities

• Greet and welcome guests, register them in the hotel system, verify reservations and payment details.
• Promote and enroll guests in the hotel loyalty program and recognize members.
• Process payments during check-in/out; manage house bank and report daily receipts.
• Assist guests with service requests, issue keys, handle safety deposit boxes and charges.
• Respond promptly to guest complaints and provide effective solutions or escalate as needed.
• Answer phone calls courteously and handle reservations accurately.
• Assist with shuttle or transportation services and ensure timely requests.
• Help guests with luggage during arrival and departure, knowledge of local area and hotel services.
• Handle requests for laundry, dry cleaning, messages, wake-up calls, mail and faxes.
• Be aware of VIP guests and prepare accordingly; follow SOPs and assist General Manager as directed.
• Maintain a neat appearance and exhibit a positive, cooperative attitude.

Skills

Verbal communication

Written communication

Customer service

Basic computer skills

Education

High School diploma or equivalent

Job description

The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.
• Must maintain a neat, clean, and well-groomed appearance in accordance with company standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.