Front Desk Agent - Experienced

Holiday Inn Express & Suites Chicago South-Lansing; Lansing (IL); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Opportunity for advancement

Paid time off

Employee discounts

Job summary

Holiday Inn Express & Suites Chicago South-Lansing is seeking a Front Desk Agent to represent the hotel from check-in to check-out, coordinating with housekeeping and maintenance to ensure guest satisfaction.

The ideal candidate has strong interpersonal skills, professional demeanor, and the ability to handle reservations, payments, and guest requests with discretion. This on-site role offers opportunities for advancement and a customer-focused team.

Qualifications

• High school diploma or equivalent.
• Previous hotel-related experience preferred.
• Excellent interpersonal skills and a warm demeanor.
• Ability to communicate with guests, hotel staff, and management.
• Knowledge of surrounding areas and local events.
• Ability to handle payments and maintain guest privacy.
• Learn safety, emergency, and accident prevention policies.
• Proficient use of front office equipment.
• Ability to work a flexible schedule, including weekends and overnights.

Responsibilities

• Maintains an inventory of vacancies, reservations and room assignments.
• Takes same day and future reservations; knows cancellation procedures.
• Registers arriving guests and assigns rooms.
• Coordinates room status with housekeeping and maintenance.
• Uses selling techniques to promote rooms and services.
• Keeps guests informed about daily hotel activities and meetings.
• Resolves guest complaints professionally and courteously.
• Processes guest check-outs and monetary transactions.
• Maintains guest privacy and a neat workspace.
• Communicates information to colleagues and department heads.
• Performs other duties as assigned.

Skills

Interpersonal skills

Communication

Flexibility

Guest service mindset

Attention to detail

Professional demeanor

Phone etiquette

Front desk equipment

Local area knowledge

Education

High school diploma or equivalent

Job description

Benefits:

• Opportunity for advancement


• Paid time off


• Employee discounts

Front Desk Agent Job Summary:

Represents the hotel to the guest throughout all stages of the guest's stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

Front Desk Agent Job Duties:

• Maintains an inventory of vacancies, reservations and room assignments.


• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.


• Knows room locations, types of rooms available, and room rates.


• Registers arriving guests and assigns rooms.


• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.


• Coordinates guest room maintenance work with the engineering and maintenance department.


• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.


• Knows daily activities and meetings taking place in the hotel.


• Reports any unusual occurrences or requests to their manager.


• Manages and resolves all guest complaints in a professional and courteous manner.


• Processes guest check-outs and handles monetary transactions.


• Maintains customers' privacy.


• Maintains a high level of professional appearance and demeanor.


• Communicates all pertinent information to other colleagues and department heads.


• Responsible for maintaining neat and orderly workspace.


• Performs other duties as assigned.

Required Skills & Experience

Front Desk Agent Qualifications:

• High school diploma or equivalent.


• Previous hotel-related experience preferred.


• Excellent interpersonal skills and a warm demeanor.


• Ability to communicate with public, hotel staff, and management in a professional manner.


• Knowledge of surrounding areas and local events.


• Ability to understand and adhere to proper payment methods.


• Able to properly secure guest information.


• Ability to learn safety, emergency, and accident prevention policies and procedures.


• Skilled in the use of front office equipment.


• Knowledge of proper telephone etiquette.


• Ability to work a flexible schedule, including weekend, holidays, and overnight.