Full job description

Overview
Join the award-winning team at Holiday Inn Express & Suites Smithfield – Providence, where we deliver a smart, simple, and seamless stay experience every day. As a Hotel Front Desk Clerk, you will be the first and last impression of our hotel, creating welcoming, efficient, and memorable experiences for every guest. At Holiday Inn Express, we pride ourselves on consistency, cleanliness, and genuine hospitality. In this role, you will play a key part in ensuring smooth check-ins and check-outs, managing guest needs proactively, and upholding IHG brand standards. Your positive attitude, attention to detail, and passion for guest service will help drive guest satisfaction and loyalty within the IHG One Rewards program.

Responsibilities

• Greet guests warmly and professionally, delivering exceptional service in alignment with IHG brand standards.
• Manage check-in and check-out procedures efficiently using OPERA (Oracle Opera PMS) and multi-line phone systems.
• Handle guest inquiries, special requests, and service recovery situations promptly and professionally.
• Process reservations, room assignments, payment authorizations, and folio adjustments accurately.
• Ensure all credit card authorizations, bucket checks, and daily reports are completed per hotel SOPs.
• Conduct Night Audit shifts as scheduled, balancing daily revenue, reconciling accounts, and finalizing reports in OPERA.
• Promote IHG One Rewards enrollment and recognize elite members appropriately.
• Communicate effectively with housekeeping and maintenance teams to ensure room readiness and quick issue resolution.
• Maintain a clean, organized, and welcoming front desk and lobby area.

Qualifications

• Previous front desk or hospitality experience preferred, ideally within an IHG or branded hotel environment.
• Working knowledge of OPERA PMS strongly preferred.
• Strong customer service skills with excellent verbal and written communication abilities.
• Bilingual abilities are a plus.
• Comfortable working flexible schedules including evenings, weekends, and holidays.
• Detail-oriented with the ability to multitask in a fast-paced environment.
• Professional, dependable, and team-oriented mindset.