Guest Service Agent

Job summary

The Guest Service Agent acts as the primary point of contact for hotel guests, managing check-ins, check-outs, and room assignments. They are responsible for providing local recommendations, handling payments, and ensuring a positive, professional guest experience throughout their stay.

Job details

Who You Are We are looking for people with excellent customer service and communication skills to fill the shoes of an excellent Guest Service Agent to be the first point of contact for our guests within the Holiday Inn Express & Suites Brandon. Guest Service is a crucial part of our overall operation and there is never a dull moment! At the Holiday Inn Express & Suites Brandon, we want our guests to rest and feel energized and ready for the day ahead which means we need team members to demonstrate the following service behaviors: * Make a Connection - show guests that they are important and make them feel at ease by taking time to acknowledge them in a friendly way * Be Helpful - familiarize yourself with all the services in the hotel and the local area to answer any questions and give guests what they need to find their own way * Be Efficient - take ownership and play your part to get things done by making things easier for guests; doing as much as in advance and multi-task when you need to We all work together to make our guests feel at home so that guests can have the best experience possible. Why Is The Holiday Inn Express & Suites Brandon A Great Place to Work? We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and find that working with P.R. Hotels has a positive influence on your life outside of work. At The Holiday Inn Express & Suites Brandon, we recognize this vital role with a competitive compensation package and flexible schedule. We're also pleased to encourage personal development and real career growth, which means the sky's the limit Whether you’re a student looking for a part-time job, or you’re creating a career in tourism, working with us will be an experience you’ll always remember. We love what we do, spending each day inspired by our spectacular surroundings and connecting with people from around the world. We’re always looking for friendly, energetic people who love to connect with others to contribute to our strong team culture and help deliver amazing experiences to our guests. What You’ll Do First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our guests. You'll wear many hats - from meeter and greeter to problem-defeater. Responsibilities include welcoming guests to the establishment and determining their needs, registering guests, assigning rooms, accommodating special requests, assisting with recommendations and reservations for local amenities and attractions, and ensuring the guests have a pleasant stay and smooth checkout. Job Duties: * Responsible for checking guests in and out of the Hotel. * Issue room keys, pamphlets, discount cards, etc. * Answers various questions from guests and arranges transportation for guests. * Computes bills, collects payments, and makes change for guests. * Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shifts. * Maintain an inventory of vacancies, reservations and room assignments. * Knows room locations, types of rooms available, and room rates. * Must possess fluent knowledge of the city and geography, keeping abreast of arts & entertainment and local trends, and building relationships with local restaurants & tourist attractions. * Ensure the front desk is stocked with any items guests may require before housekeeping leaves for the day. * Write all wake-up call requests on the specified form * Complete welcome calls. * Clean and tidy front desk area. * Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties. * Refer all inquiries to the appropriate individuals, divisions, or departments across the organization. * As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions. * Provide information to staff and/or clients about special activities. * Observe and report any security issues to the Manager. * Take the initiative to add a personalized experience * Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay * Maintains customers’ privacy and security at all times. * Maintains a high level of professional appearance and demeanor. What You Need: * High school diploma or equivalent. * Previous experience in a Guest Services centric role with a hotel property is a distinct advantage. * Previous hotel-related experience, PMS knowledge preferred, willing to train the right candidate. * Ability to communicate with public, hotel staff, and management in a professional manner. * Knowledge of surrounding areas and local events. * Class 5 MB Driver's License. * Ability to understand and adhere to proper credit, debit, check, and cash handling policies and procedures. Able to properly secure guest information * Availability weekdays and weekend. What We offer: * On the job training and uniforms are provided. * Competitive starting wages * Accommodated scheduling practices to give team members the optimal work/life balance that suits your needs. * Professional development training. You can take all the training you want/need, and we will satisfy your eagerness to learn and grow with us. * IHG Employee Room Discounts are available when you travel to any one of our 7000 hotel destinations worldwide. * IHG Enrollment Rewards points for Guest Services team members that can be redeemed on everyday wish list items like free hotel stays, the newest electronics, home appliances to gift cards to your favorite restaurant. * Monthly employee appreciation celebrations to celebrate our most valuable assets, our people. * A robust group benefits package for all full-time team members that include access to all employee assistance programs that support mental, financial, physical, and emotional well-being.

What you’ll do

The Guest Service Agent acts as the primary point of contact for hotel guests, managing check-ins, check-outs, and room assignments. They are responsible for providing local recommendations, handling payments, and ensuring a positive, professional guest experience throughout their stay.

Requirements

Candidates must have a high school diploma or equivalent and possess strong communication skills. Previous hotel experience and knowledge of property management systems are preferred, along with a valid Class 5 driver's license.

Benefits

• On the job training
• Uniforms provided
• Competitive starting wages
• Flexible scheduling
• IHG Employee Room Discounts
• IHG Enrollment Rewards points
• Monthly employee appreciation celebrations
• Group benefits package
• Employee assistance programs

Listed skills

• Customer service · Preferred
• Communication · Preferred
• Problem solving · Preferred
• Multi-Tasking · Preferred
• Cash handling · Preferred
• Front Desk Operations · Preferred
• interpersonal skills · Preferred
• Time management · Preferred
• Conflict Resolution · Preferred
• Attention to detail · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication
• Problem solving
• Multi-tasking
• Cash handling
• Reservation management
• Front desk operations
• Interpersonal skills
• Professional demeanor
• Time management
• Conflict resolution
• Attention to detail
• Cash Handling
• Influencing Skills
• Energetic
• Professionalism
• Tourism
• Willingness To Learn
• Valid Driver's License
• Management
• Housekeeping
• Customer Service
• Discounts And Allowances
• Employee Assistance Programs
• Multitasking
• Restaurant Operation
• Scheduling
• Reservations

Job areas

• Hospitality
• Customer Service & Support
• Administrative
• Guest Services Agent
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks