What are the responsibilities and job description for the Front Desk Agent position at Holiday Inn Grand Rapids Downtown?
Our Guest Service Representatives serve as our guests’ first point of contact and manages all aspects of their stay. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you! Ultimately, you will help create a memorable stay for our guests.
This is a part or full time position with various hours between 1st & 2nd shift. Weekend availability is required.
Perks & Benefits:
We know that hospitality starts from within, and that’s why we value the employee experience as much as we value our guests’ experience. From our competitive benefits package to our fun-loving spirit, we strive to create an environment that’s equal parts work and play. Our people will always be our first investment. Our Full Time benefits package covers:
Physical & Mental Wellness:
- Comprehensive benefits package including medical, dental, vision and flex plans
- Paid time off, holiday pay, and Sick Pay
Financial & Occupational Wellness:
- Competitive Compensation with incentives
- Associate referral program
- Brand and company training classes for career growth and development
- 401K Savings Plan with matching funds
- Tuition reimbursement
Personal Wellness:
- Shift Meals
- Food & Beverage discounts
- Exclusive hotel rate discounts
Responsibilities
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform guests about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to guests’ complaints in a timely and professional manner
- Work with our housekeeping team to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP guests and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
- Communicate with guests via email and guest messaging system - before, during, and after their stay
- Maintain accurate records of guest requests, work orders, and issues
Experience/Skills Preferred
- Hotel Guest Service Representative, Receptionist or similar role
- Experience with hotel reservations software, specifically Opera PMS
- Familiarity with hotel systems like Quore, Kipsu, B4 CheckIn, and Relay
- Understanding of how travel planning websites operate, like Booking and Expedia
- Customer service attitude
- Excellent communication and organizational skills
Job Types: Full-time, Part-time
Pay: From $16.00 per hour
Expected hours: 30 – 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Food provided
- Free parking
- Health insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- 4 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
Application Question(s):
- We are an industry that works on the weekends and holidays. Are you available to regularly work weekends and fairly scheduled holidays?
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel Front Desk: 1 year (Required)
Work Location: In person
Salary : $16