Guest Service Agents

Holiday Inn Express & Suites Fort Worth North - Northlake; Northlake (TX); On-site; USD 21,000 - 25,000; Full time

Job summary

Holiday Inn Express & Suites Fort Worth North – Northlake in Northlake, TX seeks a friendly Guest Service Agent to deliver efficient front desk service. You will greet guests, check them in and out, handle reservations, and process payments with a smile.

You will provide information on hotel services and local attractions, coordinate with housekeeping and maintenance, troubleshoot billing or room issues, and maintain a welcoming lobby.

Qualifications

• Strong customer service and hospitality skills to create a welcoming guest experience.
• Effective verbal and written communication with guests, team members, and management.
• Basic computer proficiency including reservation systems, email, and payment tools.
• Organizational and multitasking abilities to manage check-ins, reservations, and guest requests.
• Ability to work in a team and adapt to varying shifts, including nights, weekends, and holidays.

Responsibilities

• Greet and check guests in and out, and manage reservations and payments.
• Respond to guest inquiries in person, by phone, and via email.
• Provide information about hotel services and local attractions; coordinate with housekeeping and maintenance.
• Handle basic troubleshooting of billing or room issues.
• Maintain a clean and welcoming lobby area and follow brand standards and safety procedures.

Skills

Customer service

Hospitality

Communication

Multitasking

Teamwork

Flexibility

Problem-solving

Education

High school diploma or equivalent

Tools

Reservation systems

Email

Payment processing tools

Job description

Company Description

Holiday Inn Express & Suites Fort Worth North – Northlake is a modern hotel located on Raceway Drive in Northlake, Texas, with convenient access from Hwy 114 and I-35W. The property is close to Texas Motor Speedway, major corporations such as Amazon, Facebook, Walmart, and BNSF, and is a short drive from Fort Worth Alliance Airport and DFW International Airport. Guests enjoy amenities including complimentary Express Start Hot Breakfast, free Wi-Fi, free daily parking, a fitness center, and an outdoor pool and patio. The hotel offers a Speedway Boardroom for small meetings up to 20 people and is known for an attentive team focused on guest comfort and satisfaction. The staff strives to create a welcoming environment that encourages guests to choose the hotel as their preferred “go-to” destination.

Role Description

Guest Service Agents are responsible for delivering friendly, efficient, and professional front desk service to all guests. In this full-time, on-site role located in Northlake, TX, responsibilities include greeting and checking guests in and out, managing reservations, processing payments, and responding to guest inquiries in person, by phone, and via email. Team members assist with providing information about hotel services, local attractions, and transportation options, and coordinate with housekeeping and maintenance to address guest needs promptly. Guest Service Agents handle basic troubleshooting of billing or room issues, follow brand standards and safety procedures, and help maintain a clean and welcoming lobby area. The role requires flexible availability, including evenings, weekends, and holidays, to support continuous guest service.

Qualifications

• Strong customer service and hospitality skills, with the ability to create a welcoming and professional guest experience.
• Effective verbal and written communication skills for interacting with guests, team members, and management.
• Basic computer proficiency, including use of reservation systems, email, and point-of-sale or payment processing tools.
• Organizational and multitasking abilities to manage check-ins/check-outs, reservations, and guest requests simultaneously.
• Problem-solving skills and sound judgment for handling guest concerns, escalations, and unexpected situations calmly.
• Ability to work collaboratively in a team environment and build positive working relationships across departments.
• Reliability and flexibility to work a variety of shifts, including nights, weekends, and holidays as needed.
• Prior front desk, hotel, or customer-facing experience is preferred but not required; experience in hospitality is a plus.
• High school diploma or equivalent; additional hospitality or customer service training is beneficial.