Front Desk Agent

Holiday Inn Lafayette City Centre•Lafayette, IN

About The Position

The Front Desk Agent provides exceptional service throughout guests’ stays, welcoming them and facilitating smooth check-ins and check-outs. The role responds to guest inquiries and concerns in a friendly, efficient manner, supports hotel operations, and promotes hotel amenities and upgrades. The agent is expected to follow company procedures, maintain guest confidentiality and security, and contribute to a cooperative team environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills.
Basic computer skills.
Knowledge of the hotel, its services, and the surrounding area.
Ability to stand for extended periods, up to 8 hours.
Ability to lift up to 15 lbs on occasion.
Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.

Nice To Haves

Prior experience in a customer service role is preferred.

Responsibilities

Greet and welcome guests upon arrival, creating a warm and positive first impression.
Register guests in the hotel system and verify reservation, address, and payment details.
Promote and enroll guests in the hotel loyalty program and recognize members and their benefits.
Process check-in and check-out payments, manage a house bank, and accurately report daily receipts.
Assist with guest service requests, including issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
Respond to guest complaints, resolve issues, and escalate when necessary.
Answer telephone calls courteously and provide accurate information and service.
Handle reservations efficiently and accurately.
Assist with hotel shuttle or transportation services, providing timely and courteous service.
Assist guests with luggage upon arrival and departure.
Provide helpful information about the local area, hotel services, and amenities.
Manage requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
Be aware of and prepare for incoming VIP guests.
Follow company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
Maintain a positive, cooperative attitude and communicate effectively with coworkers.
Handle and account for keys properly; follow emergency procedures and security policies.
Protect the confidentiality of guest room numbers.
Promote hotel amenities and upgrades to enhance guest experiences and increase revenue.
Maintain a neat, clean, and well-groomed appearance in accordance with company standards.