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Front Desk Agent

3 weeks ago

Edmonton, Canada Holiday Inn Express & Suites Edmonton South Full time

Holiday Inn Express & Suites is currently looking for a full-time Front Desk Agent to be the first point of contact and the first impression for guests. To deliver a great guest experience - a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.

**Responsibilities and Duties**

  • Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members as well as 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 that align 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 transaction using established procedures
  • Issue, control and release guest safe-deposit boxed in line with hotel procedures
  • Communicate any outstanding guest requests or issues to management they 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 incidents, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
  • 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.

**Qualifications and Skills**

  • Frequently standing up behind the desk and front office areas
  • Occasionally carrying or lifting items weighing up to 50 pounds / 23 kilograms
  • Handling cash, credit cards and other methods of payments
  • Basic computer skills to operate various property management and reservation systems, etc.
  • Passionate about people and service
  • Strong communication skills are essential when interacting with guests and employees
  • Reading and writing abilities are used often when competing paperwork, logging issues/complaints/requests/information updates, etc.
  • Basic math skills are used frequently when handling cash or credit
  • Problem solving, reasoning, motivating and training abilities are often used
  • The ability to work a flexible scheduling including nights, weekends, and/or holidays

Work Location: In person