Hospitality Support Specialist

Holiday Inn Express•East Providence Township, PA

About The Position

We’re looking for a friendly, reliable, and customer‑focused Guest Service Representative to join our front desk team. In this role, you will be the first point of contact for guests—providing exceptional service, handling check‑ins/check‑outs, and ensuring every guest has a positive experience.

Requirements

High school diploma or equivalent
Previous hotel/front desk or customer service experience preferred but not required
Strong communication and interpersonal skills a MUST
Basic computer skills; familiarity with hotel management systems a plus
Ability to multitask and stay calm under pressure and work in a fast-paced environment
Reliable, punctual, and professional appearance
Ability to work flexible hours, including weekends and holidays
Proficient in English; knowledge of other languages is a plus
Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations - demonstrate genuine care for customers and employees

Nice To Haves

Previous hotel/front desk or customer service experience preferred but not required
Basic computer skills; familiarity with hotel management systems a plus
Knowledge of other languages is a plus

Responsibilities

Greet guests warmly and provide outstanding customer service throughout their stay
Handle check‑ins, check‑outs, and room assignments efficiently
Book reservations
Answer phone calls and respond to guest inquiries
Process payments, maintain accurate records, and balance cash drawers
Resolve guest concerns professionally and promptly
Coordinate with housekeeping and maintenance to ensure room readiness
Maintain a clean and welcoming lobby/front desk, Market Place area
Stock marketplace
Follow hotel policies, safety procedures, and brand standards
Communicate clearly with guests, management and associates