What are the responsibilities and job description for the Front Desk Agent position at Holiday Inn Express?
“Welcome to Middlesboro!” Holiday Inn of Middlesboro is looking for friendly faces to greet our guests and welcome them to the most beautiful city in the Southeast. Front Desk Agents are responsible for ensuring that all guests’ questions are answered and needs are met. Customer service is our passion and will be a priority for the ideal Front Desk Agent. Tasks will include answering phones, checking guests into their rooms, accepting payments, and ensuring systems and procedures are followed for guest safety and security.
In addition to greeting our guests with a friendly face and ensuring that they are seamlessly checked in and directed to their guest room, our Front Desk Agents are tasked with maintaining a clean, organized, and visually appealing lobby and front desk area. A Front Desk Agent should also be comfortable frequently standing, carrying or lifting items weighing up to 50 pounds, and must possess basic computer skills to operate various property management and reservation systems.
Other qualifications include: high school diploma or equivalent, and a preference of at least one year of front desk/guest services experience.
Could you be the new face of this award winning hotel? Allow us to welcome you to the team, so that you can welcome our guests to Middlesboro!
Duties and responsibilities
-Welcome guests in a friendly, prompt and professional manner recognizing Guest Privilege Members and also returning guests
-Check guests in, issue room keys, provide information on hotel services and room location
-Ensure required identification is taken from guests at check-in in line with local legislative requirements
-Answer phones in a prompt and courteous manner
-Up-sell rooms where possible to maximize hotel revenue
-Answer, record and process all guest calls, messages, requests, questions or concerns
-Record guest preferences in the system
-Check guests out, including resolving any late or disputed charges
-Accurately process all cash and credit card transactions using established procedures
-Issue, control and release guest safe-deposit boxes in line with hotel procedures
-Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
-Take action to solve guest problems/complaints using appropriate service recovery guidelines
-Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
-May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
-Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
-Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
The Holiday Inn Express Middlesboro Hotel is located in Middlesboro's blend of historic woodlands, and mountain views. We are located close to Pine Mountain State Park and Cumberland Gap National Park. We are also close to the historic Cumberland Gap, the trail that was used by Daniel Boone, features hiking trails, crafts and Southern Hospitality.