Guest Service Agent

Kalyan Hospitality•Roanoke, VA

17d•Onsite

About The Position

The Guest Services Agent is responsible for delivering exceptional guest experiences at the front desk across both the Holiday Inn and Candlewood Suites properties. This role manages all aspects of the guest journey—from check-in to check-out—while ensuring accuracy in reservations, billing, and communication. The position plays a critical role in driving guest satisfaction scores (GSS/OSAT) and supporting overall hotel operations.

Requirements

Previous hotel front desk or customer service experience preferred
Strong communication and problem-solving skills
Comfortable working with computers and hotel systems
Ability to multitask and remain composed in a fast-paced environment
Reliable attendance and flexibility to work various shifts, including nights, weekends, and holidays

Responsibilities

Greet and welcome guests in a professional, friendly, and engaging manner
Complete efficient check-in and check-out processes
Anticipate guest needs and resolve concerns promptly to ensure satisfaction
Deliver service recovery when needed, following hotel guidelines
Maintain a strong understanding of hotel amenities, local area, and services
Accurately input, modify, and manage reservations in the PMS
Verify guest information, payment methods, and room assignments
Ensure proper handling of room types, rate codes, and special requests
Maintain accuracy in guest profiles and loyalty program enrollment (IHG One Rewards)
Process payments, authorizations, and settlements accurately
Balance cash drawer and complete shift audit responsibilities
Ensure folios are accurate and free of discrepancies
Understand and follow billing procedures, including direct billing and third-party reservations
Communicate effectively with housekeeping, maintenance, and management teams
Provide accurate room status updates and coordinate early arrivals/late departures
Log and track guest requests and issues using systems such as Quore
Ensure proper shift pass-on communication through logs and reports
Assist with market/shop sales and inventory tracking as applicable
Support breakfast or lobby upkeep when needed (Holiday Inn standards)
Maintain cleanliness and organization of the front desk and lobby areas
Follow all brand standards and property procedures
Follow all hotel safety and security procedures
Handle emergency situations calmly and in accordance with hotel protocol
Protect guest privacy and ensure confidentiality of information