Overnight Guest Services Front Desk Agent - Third Shift

Holiday Inn Express JC; Jersey City (NJ); On-site; USD 34,000 - 48,000; Full time

Job summary

Holiday Inn Express JC in Jersey City is seeking an Overnight Guest Services Agent to manage front desk operations from 11am to 7pm. You’ll welcome guests, handle bookings, process transactions, and ensure a memorable stay with a proactive, friendly approach.

The role requires strong communication, problem-solving, and basic computer skills. Night, weekend and holiday shifts are expected, with a professional appearance and brand representation at all times.

Qualifications

• Must be able to communicate clearly with guests and team members.
• Problem-solving skills to turn issues into positive guest outcomes.
• Fluency in the local language is helpful; additional languages are a plus.
• Basic computer literacy and comfort with common software.
• Flexible availability for night, weekend, and holiday shifts.
• Experience at a front desk or guest service role is preferred.
• Physical ability to lift up to 50 lbs/23 kg as needed.

Responsibilities

• Greet guests warmly and start the guest experience.
• Acknowledge Rewards Club members and returning guests.
• Assist with bookings and upsell opportunities to improve stays.
• Handle cash and card transactions securely.
• Check guests in/out promptly; manage IDs and keys.
• Record guest preferences and respond to requests and concerns.
• Direct guests to services and escalate to management when needed.
• Follow safety procedures and report incidents as required.
• Maintain a neat personal appearance and act as a brand ambassador.
• Keep informed about daily events and activities for guests.
• Assist with ad-hoc duties as colleagues need help.

Skills

Communication skills

Problem-solving

Fluent in local language

Tech-savvy

Flexibility

Front desk experience

Physical stamina

Education

High school diploma or equivalent

College/university degree (bonus)

Job description

Guest Services Agent - Overnight (11am-7pm)

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your day-to-day

• Be the warm welcome that kicks off a memorable guest experience
• Acknowledge Rewards Club members and returning guests, in person or on the phone
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day’s schedule
• Jump into other ad-­hoc duties when your colleagues need your help

What we need from you

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Your problem-­solving skills will turn issues into opportunities so every guest leaves with great memories
• Fluency in the local language - extra language skills would be great, but not essential
• Literate and tech-­savvy - you’ll need a good grasp of reading, writing, basic maths and computers
• Flexibility - night, weekend and holiday shifts are all part of the job
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
• Experience - ideally, you’ll have spent at least one year in a front desk or guest service position
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling