Guest Experience Lead, Front Desk — 2nd Shift

Holiday Inn Cincinnati Liberty Way; Olde West Chester (OH); On-site; Full time

Job description

Front Desk Associate

At Holiday Inn, we design and manage properties built on humble family values and a genuine love for hospitality. Every detail is intentional, every property is unique, and every guest — and team member — is treated like family.

We are seeking a Front Desk Associate to join our growing team. The Front Desk Associate is the heartbeat of our hotel. You'll be the first and last face our guests see, setting the tone for their entire stay. If you're energetic, solution-oriented, and love connecting with people, you'll thrive in this role.

Pay and Schedule

• $14 - 16 / hour
• 2nd Shift (3 PM - 11 PM)

Benefits

• Health, dental, and vision insurance
• Employee hotel discounts across Seva Hospitality properties
• Flexible scheduling — full-time and part-time available across 1st, 2nd, and 3rd shifts
• Career growth opportunities within Seva Hospitality's expanding portfolio
• Collaborative, guest-focused team culture

Responsibilities

• Welcome and check in arriving guests, ensuring a smooth and friendly first impression at every interaction

• Manage guest reservations, modifications, and cancellations using the property management system (PMS)

• Answer incoming calls and respond to guest inquiries with professionalism and warmth

• Promote and enroll guests in hotel rewards programs

• Resolve guest concerns promptly and creatively, escalating to management when appropriate

• Balance daily accounts and perform end-of-shift financial reconciliation

• Assist the sales and revenue team with special requests, group blocks, and upselling opportunities

• Maintain a clean, organized, and welcoming front desk area at all times

Requirements

• Exceptional customer service and communication skills — written and verbal
• Ability to multitask and remain composed in a fast-paced, guest-facing environment
• Basic to moderate computer proficiency, including email and internet navigation
• Flexible availability, including evenings, weekends, and select holidays
• Self-motivated, detail-oriented, and reliably punctual
• Prior hotel front desk or customer service experience preferred; PMS experience (IHG, HotelKey, Hilton, or PEP) is a plus

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.