Front Desk Associate ($500 Hiring Bonus!) - Holiday Inn Express St. Albans

Hotel•Saint Albans, VT

About The Position

The Holiday Inn Express St. Albans, a Colwen Hotels property, is seeking a friendly, customer-service-focused Front Desk Associate. The associate handles guest registration and reservations and provides information about the hotel and local area. The role offers a $500 hiring bonus, subject to applicable tax withholdings: $250 after three months of employment and the remaining $250 after six months. The Front Desk Associate operates the front desk and assists guests throughout their stay, from pre-arrival through post-departure. The associate provides exceptional service, manages timely check-in and check-out, resolves guest concerns, processes payments and billing, coordinates with housekeeping, and maintains a neat lobby and shared areas. The role requires adherence to Colwen and brand standards, careful control of keys, and a willingness to perform related duties in various departments during a shift.

Requirements

One year of related experience; hotel experience preferred.
Strong verbal and written communication skills.
Strong organizational skills and attention to detail.
Superior interpersonal and customer service skills, including the ability to deal with difficult guests.
Familiarity with the local area and ability to provide directions and maps to local attractions and destinations.
Proficiency with Microsoft Office Suite and common computer software programs.
Ability to learn computer software programs and operate a property management system.
Willingness to work a seven-day rotational schedule, including nights, weekends, and holidays.

Nice To Haves

Prior hotel experience.
Prior brand experience.
Bilingual in English and Spanish.

Responsibilities

Operate the front desk and assist guests with inquiries and needs during pre-arrival, registration, stay, checkout, and post-departure.
Provide exceptional guest service and warmly and professionally welcome guests.
Manage front desk operations and ensure timely check-in and check-out.
Confirm reservations and assign guest rooms during check-in.
Handle guest requests professionally, tactfully, courteously, and with a sense of urgency.
Investigate and resolve complaints regarding service or accommodations.
Maintain knowledge of hotel policies, rates, discounts, special offers, community events, hotel offerings, and upcoming events.
Provide information about the local area, including directions and information about attractions and destinations.
Ensure prompt delivery of guest billing and process payments, including charges, cash, checks, debit cards, and credit cards.
Handle confidential guest information discreetly.
Coordinate with housekeeping to track room readiness and communicate guest requests and concerns.
Keep the lobby and shared areas neat and orderly.
Adhere to Colwen and brand standards and maintain strict key controls.
Perform other related duties as assigned, including a variety of duties and functions in various departments during a shift.

Benefits

$500 hiring bonus, with $250 paid after three months of employment and $250 after six months, subject to applicable tax withholdings.
Medical insurance with company-funded HRA.
Dental insurance.
Vision insurance.
Flexible spending accounts.
Supplemental insurance offerings.
Paid time off programs.
Employee assistance program.
401(k) plan with traditional and Roth options and employer match.
Hotel discount travel program for associates and family.
Associate discounts for travel, entertainment, and retail.
Training and development programs.
Career advancement opportunities.