Front Desk Associate/Guest Services

Holiday Inn Express & Suites Lexington; Lexington (NC); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Employee discounts on hotel stays

Career advancement opportunities

Competitive salary

Job summary

Holiday Inn Express Lexington is looking for a friendly Front Desk Associate to welcome guests, assist with check-in/check-out, and respond to inquiries with professional service.

You will process reservations, manage payments, coordinate with housekeeping, and maintain accurate PMS records while ensuring guest privacy and security.

Qualifications

• High school diploma or equivalent required or preferred.
• Minimum guest service experience in hospitality or front desk roles is desirable.
• Strong communication and interpersonal skills with guest focus.

Responsibilities

• Greet guests on arrival and assist with check-in/out procedures.
• Handle reservations, room assignments and special requests.
• Provide information on hotel services and local attractions.
• Process payments and manage cash, credit card, and room charges.
• Coordinate with housekeeping and maintenance to prepare rooms.
• Maintain accurate guest records in the PMS and balance daily transactions.

Skills

Guest service

Cash handling

Communication

Teamwork

Problem solving

PMS software

Multitasking

Education

High school diploma or equivalent

Tools

PMS

Job description

Job Summary:

TheFront Desk Associate is the first point of contact for guests at the hotel,responsible for providing exceptional service during check-in, check-out, andthroughout their stay. This role involves handling guest inquiries, processingreservations, and ensuring that all guest needs are met with efficiency andprofessionalism.

Key Responsibilities

• GuestService
  • Welcome guests upon arrival,ensuring a warm and friendly reception.
  • Perform check-in and check-outprocedures accurately, efficiently, and in accordance with hotelpolicies.
  • Assist guests with reservations,room assignments, and any special requests to ensure a pleasant stay.
  • Provide guests with informationabout hotel amenities, services, and local attractions, offeringrecommendations as needed.
  • Address and resolve guestconcerns or complaints promptly, escalating issues to the Front DeskManager when necessary.
• FrontDesk Operations
  • Process guest payments, includingcash, credit cards, and room charges, ensuring all transactions arehandled securely and accurately.
  • Answer and direct incoming calls,taking reservations and handling guest inquiries with professionalism.
  • Manage room keys, ensuring theyare issued, tracked, and returned securely.
  • Coordinate with housekeeping andmaintenance departments to ensure rooms are clean, ready for occupancy,and that any guest requests are fulfilled.
• AdministrativeTasks
  • Maintain accurate records ofguest information, reservations, and billing details in the propertymanagement system (PMS).
  • Balance and reconcile dailytransactions, ensuring accuracy in cash handling and credit cardprocessing.
  • Prepare and distribute guestfolios at check-out, ensuring all charges are accurate and accounted for.
  • Assist in maintaining thecleanliness and organization of the front desk area, including stockingsupplies and managing inventory.
• Collaborationand Communication
  • Work closely with otherdepartments, such as housekeeping and food and beverage, to ensureseamless service and guest satisfaction.
  • Communicate effectively with theFront Desk Manager and other team members regarding guest needs, specialrequests, and any operational issues.
  • Participate in team meetings andtraining sessions to stay updated on hotel policies, procedures, andpromotions.
  • Support the front desk teamduring busy periods or when additional help is needed.
• Securityand Safety
  • Follow all security procedures,including verifying guest identities and maintaining key control.
  • Report any suspicious activities,safety hazards, or maintenance issues to hotel management immediately.
  • Ensure that guest privacy andconfidentiality are maintained at all times.

Other duties as assigned to meet theneeds of the property.

Qualifications:

• Highschool diploma or equivalent.
• Previousexperience in a front desk, customer service, or hospitality role ispreferred.
• Strongcommunication and interpersonal skills, with a focus on guest service.
• Proficiencyin front desk software systems, including property management systems(PMS).
• Abilityto work independently and handle multiple tasks efficiently in afast-paced environment.
• Strongproblem-solving skills and attention to detail.
• Physicalability to stand for extended periods and handle guest luggage ifnecessary.

Working Conditions:

• Flexibleworking hours, including weekends and holidays.
• Mayrequire working in shifts, including evenings and overnight.
• Physicalstamina is required for long periods of standing and interacting withguests.

Benefits:

• Competitivesalary.
• Employeediscounts on hotel stays.
• Opportunitiesfor career advancement within the hotel.

The statements in this job description are intended to represent key duties and the level of work beingperformed. They are not intended to be ALL responsibilities of the job.

CrossroadsHospitality, LLC and its affiliates are EqualOpportunity/Affirmative Action Employers, and encourage women, minorities,individuals with disabilities, and protected veterans to apply.