Front Desk Agent

2 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

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