Full job description

About the Role

The Holiday Inn Expres in Newington is seeking a dedicated and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be the first point of contact for our guests, providing exceptional service and ensuring their stay with us is nothing short of memorable.

Key Responsibilities

• Greeting and Guest Services: Welcome and tend to guests in a positive and friendly manner, making them feel at home.
• Front Desk Presence: Maintain a constant presence at the front desk, being approachable and available to assist with any queries or concerns.
• Check-In/Check-Out Process: Efficiently process check-ins and check-outs, ensuring a smooth transition for our guests.
• Administrative Tasks: Complete required shift-specific checklist, handle billing, post charges, collect payments, and manage room availability.
• Communication and Problem-Solving: Anticipate guest needs, recognize issues, and respond in a timely manner, effectively communicating with guests and other staff members.
• Housekeeping Coordination: Coordinate with housekeeping staff for room status and guest requests, ensuring seamless operations.
• Security and Confidentiality: Manage security of guest information, keys, and cash drawer, upholding IHG standards and promoting brand loyalty.
• Cleaning and Maintenance: Ensure cleanliness of front desk and lobby areas, maintaining a professional appearance through dress and demeanor.
• Multitasking and Prioritization: Multitask and prioritize work duties for maximum efficiency, meeting the demands of a fast-paced hotel environment.

Qualifications

• Education: High school diploma or equivalent.
• Customer Service Experience: Preferred experience in customer-facing roles, demonstrating excellent interpersonal skills.
• Hotel Industry Experience: Preferred experience in the hotel industry, understanding its unique challenges and requirements.
• Physical Demands: Ability to stand for 8 hours (accommodations can be made for all ADA qualified candidates), lift up to 30 pounds, and work flexible schedules including weekends.
• Soft Skills: Strong interpersonal, organizational, and problem-solving skills, with proficiency in computer literacy and written/verbal communication.