Front Desk Agent - Holiday Inn - HI LAFAYETTE

Position Summary: The Front Desk Agent is responsible for providing exceptional service to

guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins

and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

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Essential functions: Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

Greet and welcome guests upon arrival, ensuring a warm and positive first impression.

Register guests into the hotel’s system, verifying reservation details, address, and

payment information.

Promote and enroll guests in the hotel’s loyalty program, providing recognition and

benefits to members.

Process payments during check-in and check-out, manage a house bank, and

accurately report daily receipts.

Assist guests with service requests, such as issuing keys, handling safety deposit boxes,

and posting miscellaneous charges.

Respond promptly and effectively to guest complaints, providing solutions and escalating

as necessary.

Answer telephone calls courteously, providing accurate information and service.

Handle reservations with efficiency and accuracy.

Assist with hotel shuttle or transportation services, ensuring timely and courteous

service.

Assist guests with luggage upon arrival and departure.

Be knowledgeable about the local area, hotel services, and amenities, providing helpful

information to guests.

Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and

faxes.

Be aware of and prepare for incoming VIP guests.

Follow all company Standard Operating Procedures and perform additional tasks as

directed by the General Manager.

Exhibit a positive and cooperative attitude as part of the team.

Communicate effectively with coworkers and contribute to a supportive work

environment.

Handle and account for keys properly.

Understand and adhere to emergency procedures and security policies.

Ensure the confidentiality and protection of guest room numbers.

Promote hotel amenities and upgrades to guests to enhance their experience and

increase revenue.

Must maintain a neat, clean, and well-groomed appearance in accordance with company

standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

Strong verbal and written communication skills.

Basic computer skills.

Knowledge of the hotel, its services, and the surrounding area.

Ability to stand for extended periods, up to 8 hours.

Ability to lift up to 15 lbs on occasion.

Willingness to work flexible schedules, including nights, weekends, and holidays, as

required by the business needs.