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Job Description
The Holiday Inn Express & Suites Corona provides its employees with professional stability, an enjoyable work environment, and a sense of family and teamwork. Our mission is to deliver unparalleled customer service, offering our customers a hospitality experience unmatched not only in the area but in the industry. We understand that we cannot offer customers an authentic, pleasant experience unless our employees are treated well and fairly, and this objective is at the forefront of our hiring.

We are seeking Guest Service Agents to join our team of professionals in an established hotel property where our standards are high, and we reward hard work and dedication. The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us. To deliver a great guest experience, a Guest Service Agent will efficiently check guests in and out, and make sure they have all they need for a great stay. The work can be challenging, but expectations are always clear, and we have cultivated an environment where support is freely offered and available.

Job Responsibilities:

  • Welcome guests in a friendly, prompt, and professional manner, and recognize IHG Rewards Club Members and returning guests
  • Check guests in, issue room keys, and provide information on hotel services and room location
  • Ensure required identification is taken from guests at check-in in line with local legislative requirements
  • Answer phones in a prompt and courteous manner
  • Up-sell rooms where possible to maximize hotel revenue
  • Answer, record, and process all guest calls, messages, requests, questions, or concerns
  • Record guest preferences in the system
  • Check guests out, including resolving any late or disputed charges
  • Accurately process all cash and credit card transactions using established procedures
  • Issue, control, and release guest safe-deposit boxes in line with hotel procedures
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Take action to solve guest problems/complaints using appropriate service recovery guidelines
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns, or suspicious behavior to the supervisor or manager on duty
  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
Requirements
  • Ability to stand for extended periods of time
  • Ability to carry or lift items weighing up to 50 lbs.
  • Frequently handling objects and equipment to maintain the facility
  • Basic computer skills to operate various property management and reservations systems, etc.
  • Be passionate about people and service
  • Ability to pleasantly and professionally communicate when interacting with guests and employees
  • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
  • Basic math skills are used frequently when handling cash or credit
  • Problem-solving, reasoning, motivating, and training abilities are often used
  • Ability to work a flexible schedule including nights, weekends, and/or holidays
Benefits
  • Health & Dental Insurance options available
  • Sick Time Off (available after 90 days)
  • Vacation available after the first year
  • Dependable schedule
  • Employee Rate Discount Program
Schedule:
  • Full-time
  • Part-Time