Front Desk Representative

5 days ago

Houston, Texas, United States Holiday Inn Express & Suites Galveston Full time
Job Title: Front Desk Clerk/Guest Service Agent

Job Summary:

We are seeking a highly skilled and customer-focused Front Desk Clerk/Guest Service Agent to join our team at Holiday Inn Express & Suites Galveston. As a key member of our front office team, you will be responsible for providing exceptional guest service, ensuring a seamless check-in and check-out experience, and maintaining the highest standards of hospitality.

Key Responsibilities:

  • Check-in and check-out hotel guests in a professional and friendly manner.
  • Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
  • Provide gracious and efficient telephone service.
  • Review arrivals, noting special requests and blocking rooms as necessary for VIP and group arrivals.
  • Complete all items as listed on shift checklists.
  • Ensure proper credit card procedures are followed at all times.
  • Adhere to all cashiering procedures, including opening, securing, and balancing shift banks.
  • Issue guest safety deposit boxes as requested.
  • Communicate service and amenities of the hotel to guests.
  • Communicate pertinent guest information to designated departments/personnel.
  • Meet with departing Front Office staff to review business status and follow up items.
  • Provide Concierge service, including knowledge of local restaurants, special events, city attractions, and guest amenities.
  • Knowledgeable of hotel fire and emergency procedures.
  • Keep the front desk areas clean and well organized.
  • Assist with reservations calls in a professional manner.
  • Document maintenance needs and submit to appropriate manager.
  • Maintain complete knowledge of all hotel features/services, hours of operation.
  • Knowledge of all room types, numbers, layout, décor, appointments, and location; and all room rates, special packages, and promotions.
  • Knowledge of daily house count and expected arrivals/departures and room availability status for any given day.
  • Prepare any/all reports as directed.
  • Prepare appropriate housekeeping reports as directed.

Requirements:

  • 6 months or more of front desk experience; preferably with brand experience.
  • Physical demands include standing, walking, and occasionally sitting, with occasional lifting, pulling, and/or moving up to 25 pounds.

Work Environment:

The work environment is moderate, with reasonable accommodations made for individuals with disabilities.

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