Guest Service Agent - Holiday Inn Express

Holiday Inn Express Midtown•New York, NY

About The Position

The Guest Service Agent delivers warm, efficient, and professional front desk service from guest check-in through check-out and throughout each stay. The role serves as the primary contact for guest inquiries and requests, supports smooth hotel operations through coordination with other departments, and helps ensure a welcoming, safe, and presentable lobby environment. The agent also performs reservation, payment, reporting, and other administrative duties while following hotel policies, brand standards, security protocols, and applicable regulations. The position requires standing for extended periods, up to eight hours per shift, and lifting and carrying items up to 25 pounds. Work takes place in a lobby environment with varying noise levels. The schedule is flexible and may include overnight shifts (Night Audit), weekends, and holidays as business needs require. Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation.

Requirements

Ability to perform the essential functions of the position, with or without reasonable accommodation.
Ability to stand for extended periods, up to eight hours per shift.
Ability to lift and carry items up to 25 pounds.
Ability to work a flexible schedule that may include overnight shifts, weekends, and holidays.

Responsibilities

Welcome guests and complete accurate check-in and check-out procedures.
Verify guest identification, process payments, and issue room keys according to hotel security policies.
Explain room types, rates, amenities, hotel policies, and local area information.
Handle early arrivals, late check-outs, room upgrades, and special requests professionally.
Respond to guest inquiries, requests, and concerns in person, by phone, and through internal messaging systems.
Resolve complaints promptly and empathetically, escalating unresolved issues to the Manager on Duty when necessary.
Anticipate guest needs, provide personalized service, and promote hotel amenities, services, and local attractions.
Create, modify, and cancel reservations using the property management system.
Process walk-in guests and manage room inventory to support occupancy and revenue.
Reconcile room status reports with Housekeeping and promptly communicate discrepancies.
Post charges, apply adjustments, and complete end-of-shift cash and credit reconciliation.
Run and distribute nightly reports as required by the General Manager or Front Desk Manager.
Coordinate with Housekeeping, Maintenance, and other departments to meet guest needs.
Record guest requests, complaints, incidents, wake-up calls, do-not-disturb requests, and special notes in logs or relay them to relevant departments.
Support the Manager on Duty as a communication hub across hotel departments during the shift.
Follow security protocols and emergency procedures, and comply with brand standards, hotel policies, and applicable regulations.
Report suspicious activity, safety hazards, and maintenance issues to management immediately.
Keep the front desk, lobby, and surrounding common areas clean, organized, and presentable.
Complete shift paperwork, reports, and logs accurately and on time.
Handle incoming calls professionally and direct them to appropriate departments.
Receive, securely store, and properly log guest packages, mail, and lost-and-found items.
Assist with administrative tasks assigned by the Front Desk Manager or General Manager.
Perform other duties consistent with the responsibilities of the role.