What are the responsibilities and job description for the Front Desk Clerk position at HOLIDAY INN DOWNTOWN?
The Guest Service Agent is the first point of contact for our guests and plays a key role in creating memorable experiences at Holiday Inn Downtown Superdome. This role is responsible for delivering warm, efficient, and professional service throughout the guest journey, while consistently meeting IHG Brand Standards, Heartbeat Guest Satisfaction metrics, and service excellence expectations.
YOUR DAY-TO-DAY:
- Welcome guests in a friendly, professional, and brand-aligned manner
- Perform check-in and check-out procedures efficiently and accurately
- Anticipate guest needs and proactively offer personalized service
- Handle guest inquiries, requests, and complaints with empathy and prompt resolution
- Operate the PMS (Opera or similar) for reservations, billing, and guest profiles
- Maintain accurate guest information, payment records, and room allocations
- Coordinate with Housekeeping, Concierge, Engineering, and other departments to ensure seamless service
- Support VIP arrivals, IHG One Rewards members, and group check-ins
- Actively enroll guests into IHG One Rewards and promote program benefits
- Recognize IHG One Rewards members according to brand guidelines
- Ensure compliance with IHG brand standards and Heartbeat survey drivers
- Handle credit card transactions, and billing inquiries accurately
- Balance cash floats and complete end-of-shift reports
- Follow hotel policies and financial control procedures
- Adhere to health, safety, and security procedures at all times
- Ensure guest data privacy and confidentiality
- Report incidents, maintenance issues, or safety concerns promptly
WHAT WE NEED FROM YOU:
- Previous experience in Front Office or Guest Services in a hotel environment preferred
- Effective communication skills in English; additional languages are a plus
- Knowledge of PMS systems (Opera preferred)
- Guest-focused and service-oriented attitude
- Excellent communication and interpersonal skills
- Ability to work under pressure in a fast-paced environment
- Strong problem-solving and multitasking abilities
- Professional grooming and positive attitude
Salary : $16 - $18