Front desk Holiday Inn/Staybridge Suites

Holiday Inn Express Houston / Staybridge Suites Houston; Houston (TX); On-site; USD 17,000 - 23,000; Full time

Job summary

Holiday Inn Express Houston / Staybridge Suites Houston is seeking a Front Desk Clerk/Guest Service Agent to deliver quality guest service across front office operations. Responsibilities include check-in/out, handling phone/PBX, reservations, concierge services, and communicating guest needs to other departments.

Ideal candidates have 6 months or more of front desk experience and a strong customer-service mindset to ensure a hospitable guest experience.

Qualifications

• 6 months or more of front desk experience; preferably with brand experience.
• Knowledge of hotel operations, reservations and guest services.
• Strong communication and guest-relations skills.
• Ability to multi-task while maintaining professionalism.

Responsibilities

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Answer phone calls and provide concierge services with local recommendations.
• Review arrivals and accommodate VIP or group requests as needed.
• Maintain knowledge of hotel features, services, hours, rates and promotions.
• Assist with reservations and communicate guest information to relevant departments.

Skills

Front desk experience

Customer service

Hospitality

Education

High school diploma or equivalent

Job description

Job Description

Job Title: Front Desk Clerk/Guest Service Agent

Responsible for providing quality guest service as it pertains to all front office operations including but not limited to checking in/out of hotel guests; phone/PBX operations, mail/message service, hotel reservations, concierge services etc. in a professional and hospitable manner.

Essential Duties and Responsibilities include the following.

Check-in and check-out hotel guests in a confident, professional, and friendly manner.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Provide gracious and efficient telephone service.

Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.

Complete all items as listed on shift checklists.

Ensure proper credit card procedures are followed at all times to include credit card authorization/charging and guest signature on registration slip.

Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash,

Issue guest safety deposit boxes as requested.

Communicate service and amenities of the hotel to guests.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).

Meet with departing Front Office staff to review business status and follow up items.

Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.

Knowledgeable of hotel fire and emergency procedures.

Keep the front desk areas clean and well organized.

Assist with reservations calls in a professional manner.

Document maintenance needs and submit to appropriate manager.

Maintain complete knowledge of all hotel features/services, hours of operation.

Knowledge of all room types, numbers, layout, décor, appointments and location; and all room rates, special packages and promotions.

Knowledge of daily house count and expected arrivals/departures and room availability status for any given day.

Prepare any/all reports as directed.

Prepare appropriate housekeeping reports as directed.

Education and/or Experience

6 months or more of front desk experience; preferably with brand experience

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly be required to stand and walk and occasionally sit. The employee must occasionally lift pull/push and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.