Guest Services Agent - Holiday Inn Express

Holiday Inn Express Midtown•New York, NY

3d•Onsite

About The Position

In this role, you will be responsible for delivering warm, efficient, and professional front desk service across all interactions, from check-in to check-out and every request in between. We are looking for individuals who are genuinely passionate about hospitality, thrive in a fast-paced environment, and take pride in making guests feel at home.

Requirements

Deliver warm, efficient, and professional front desk service.
Be genuinely passionate about hospitality.
Thrive in a fast-paced environment.
Take pride in making guests feel at home.
Execute smooth, accurate check-in and check-out procedures.
Verify guest identification.
Process payment methods.
Issue room keys in accordance with hotel security policies.
Communicate room types, rates, amenities, hotel policies, and local area information.
Process early arrivals, late check-outs, room upgrades, and special requests.
Serve as the primary point of contact for guest inquiries, requests, and concerns.
Resolve guest complaints promptly, empathetically, and effectively.
Escalate unresolved issues to the Manager on Duty when necessary.
Anticipate guest needs and deliver personalized service.
Respond to guest requests via phone, in-person, and internal messaging systems.
Promote hotel amenities, services, and local attractions.
Create, modify, and cancel reservations accurately using the hotel’s property management system (PMS).
Process walk-in guests.
Manage room inventory to maximize occupancy and revenue.
Reconcile daily room status reports with Housekeeping.
Communicate discrepancies in a timely manner.
Post charges.
Apply adjustments.
Complete end-of-shift cash and credit reconciliation with accuracy.
Run and distribute nightly reports as required.
Maintain clear and continuous communication with Housekeeping, Maintenance, and other departments.
Log all guest requests, complaints, and notable incidents accurately in the shift communication log.
Relay accurate wake-up call schedules, do-not-disturb requests, and any special guest notes to relevant departments.
Support the Manager on Duty (MOD) by acting as a communication hub across all hotel departments during the shift.
Follow all hotel security protocols, including key issuance procedures, guest verification, and restricted area access.
Maintain a thorough knowledge of emergency procedures.
Respond calmly and effectively in the event of an emergency.
Adhere to all brand franchise standards, hotel policies, and applicable regulatory requirements.
Report any suspicious activity, safety hazards, or maintenance issues to management immediately.
Ensure the front desk, lobby, and surrounding common areas are clean, organized, and presentable.
Complete all required shift paperwork, reports, and logs accurately and on time.
Handle incoming calls with a professional phone manner.
Direct calls to appropriate departments as needed.
Manage the receipt, secure storage, and proper logging of guest packages, mail, and lost-and-found items.
Assist with administrative tasks as assigned.
Perform other duties as assigned.
Ability to stand for extended periods (up to 8 hours per shift).
Ability to lift and carry items up to 25 lbs.
Ability to work in a lobby environment with varying noise levels.
Ability to work a flexible schedule including overnight shifts (Night Audit), weekends, and holidays as business needs require.
Must be authorized to work in the U.S.

Responsibilities

Welcome all guests warmly upon arrival and execute smooth, accurate check-in and check-out procedures.
Verify guest identification, process payment methods, and issue room keys in accordance with hotel security policies.
Clearly communicate room types, rates, amenities, hotel policies, and local area information to guests.
Process early arrivals, late check-outs, room upgrades, and special requests in a professional and accommodating manner.
Serve as the primary point of contact for all guest inquiries, requests, and concerns throughout the duration of their stay.
Resolve guest complaints promptly, empathetically, and effectively; escalate unresolved issues to the Manager on Duty when necessary.
Anticipate guest needs and deliver personalized service that exceeds expectations and drives positive reviews.
Respond to guest requests via phone, in-person, and internal messaging systems in a timely and courteous manner.
Promote hotel amenities, services, and local attractions to enhance the overall guest experience.
Create, modify, and cancel reservations accurately using the hotel’s property management system (PMS).
Process walk-in guests and manage room inventory to maximize occupancy and revenue.
Reconcile daily room status reports with Housekeeping and communicate discrepancies in a timely manner.
Post charges, apply adjustments, and complete end-of-shift cash and credit reconciliation with accuracy.
Run and distribute nightly reports as required by the General Manager or Front Desk Manager.
Maintain clear and continuous communication with Housekeeping, Maintenance, and other departments to fulfill guest needs efficiently.
Log all guest requests, complaints, and notable incidents accurately in the shift communication log.
Relay accurate wake-up call schedules, do-not-disturb requests, and any special guest notes to relevant departments.
Support the Manager on Duty (MOD) by acting as a communication hub across all hotel departments during the shift.
Follow all hotel security protocols, including key issuance procedures, guest verification, and restricted area access.
Maintain a thorough knowledge of emergency procedures and respond calmly and effectively in the event of an emergency.
Adhere to all brand franchise standards, hotel policies, and applicable regulatory requirements at all times.
Report any suspicious activity, safety hazards, or maintenance issues to management immediately.
Ensure the front desk, lobby, and surrounding common areas are clean, organized, and presentable at all times.
Complete all required shift paperwork, reports, and logs accurately and on time.
Handle incoming calls with a professional phone manner; direct calls to appropriate departments as needed.
Manage the receipt, secure storage, and proper logging of guest packages, mail, and lost-and-found items.
Assist with administrative tasks as assigned by the Front Desk Manager or General Manager.
Perform other duties as assigned, consistent with the responsibilities of this role.