What are the responsibilities and job description for the Hotel Guest Service Agent - Float Position (3pm-11pm, 11pm-7am) position at Holiday Inn Conference Center & Candlewood Suites?
About Us
At Holiday Inn & Candlewood Suites, part of the IHG Hotels & Resorts family, we are committed to delivering warm hospitality, efficient service, and a comfortable experience to every guest, every time. We are currently seeking a dependable and flexible Guest Service Agent – Float who can support both our 2nd shift and overnight operations (night audit).
Job Summary
As a Guest Service Agent (Float), you will be cross-trained to handle responsibilities for both the evening (3 PM – 11 PM) and overnight (11 PM – 7 AM) shifts. You’ll serve as the face of the hotel—assisting guests with check-in/check-out, addressing requests and issues, and ensuring a seamless night audit process. This role is ideal for someone who is service-focused, detail-oriented, and able to work independently during overnight hours.
ResponsibilitiesGuest Services (3 PM – 11 PM):
- Greet guests warmly and professionally upon arrival.
- Perform check-in and check-out procedures accurately and efficiently.
- Handle guest inquiries, complaints, and requests promptly and effectively.
- Maintain the front desk area in a clean and organized manner.
- Communicate with housekeeping and maintenance teams to support guest needs.
- Process payments, room charges, and reconcile cash/credit transactions.
Night Audit (11 PM – 7 AM):
- Perform nightly audit of guest accounts and balance hotel financial transactions.
- Prepare and distribute daily reports for management.
- Ensure the security and safety of the property during overnight hours.
- Handle late check-ins, early departures, and guest requests overnight.
- Assist with setting up breakfast or lobby areas as needed for the next day’s operations.
Qualifications
- Previous front desk or customer service experience preferred; hotel or night audit experience a plus.
- Must be able to work both 2nd and overnight shifts, including weekends and holidays.
- Strong problem-solving skills and attention to detail.
- Excellent communication, organizational, and multitasking skills.
- Proficiency in computer systems; experience with hotel PMS (e.g., Opera, OnQ, etc.) preferred.
- Ability to work independently with minimal supervision, especially overnight.
What We Offer
- Competitive hourly pay with shift differential (if applicable)
- IHG Employee Room Discounts Worldwide
- Paid training and development opportunities
- Uniforms provided
- Team-oriented and supportive work environment
- Benefits (health, dental, vision, 401K)
- Holiday Pay
- Birthday Pay
Job Types: Full-time, Part-time
Pay: $14.00 - $16.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $14 - $16