Hotel Guest Service Rep - (IHG & OPERA PMS EXPERIENCE) 3PM-11PM / 11PM-7AM


At Holiday Inn Express & Suites, we’re all about travel that’s simple AND smart. That means we offer more to our guests where it matters most to them. Easy check-in? Check. All the essentials in a comfy room? Check. They’re all included with a great night’s sleep. We’re focused on getting our guests more than ready. So we’re always ready. Are you? The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience.

As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. We’ll reward all your hard work with a great pay and growing within the company – including a uniform and superb training.

Join us and you’ll become part of the family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve. So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.

Functions include but are not limited to: Checking guest in-out of the hotel, making reservations, applying payments, answering a multi-line telephone, enrolling guests in IHG Rewards Club and be able to explain to program, fulfilling guest requests, resolving guest complaints, and more. Our hotel is open 24/7, 365 days per year. Our associates must be willing and able to work a flexible schedule to include most afternoons, weekends, and holidays!

It’s all about working with the entire hotel team to maintain the highest level of satisfaction for our guests. You are responsible for successful completion of your shift duties of the front desk operation daily. Front desk areas include front desk, business center, telephone services, concierge services, and guest reservations. Be available to work any shift as needed. Employees must provide closed-toe shoes.

You are the face of the hotel and the first line of fire when it comes to guests. You are expected to carry yourself in a professional and respectable manner at all times, diffuse situations with angry guests by showing genuine care for issues at hand, and think creatively on your feet by providing satisfactory resolutions to guest issues while portraying the company in the most positive way.


Must be available to work any day of the week; day and evening shifts, some overtime may be required.
Strong attention to detail and organizational skills.
Must be in good physical condition.
Must have reliable transportation.
Minimum 1 years experience as a guest service representative, front desk, or related professional area.
Intercontinental Hotels Group® experience and/or Opera or property management system experience preferred.


Provide guest with the best in service, courtesy and care.
Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process per hotel procedures.
Promote and sell guest rooms and the IHG® Rewards Club program according to procedures.
Check departing guests out of the hotel as per hotel procedures, balance accounts, and thank guests for staying with us.
Review front desk log when coming on shift and record pertinent information as needed throughout shift. Logs wakeup calls, customer satisfaction calls, and special requests.
Ensures room inventory balance and corrects imbalances according to procedure.
Post charges to individual room or master account.
Completes daily shift checklist to ensure operational consistency.
Reports and reconciles all charges resulting in cash and deposits at the end of each shift.
Process mail, messages, faxes, and packages.
Assist and answer telephone call and take messages as needed according to hotel procedures.
Respond and assist guests in making, changing, and canceling reservations.
Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with guests in a professional and courteous manner.
Ensure all equipment is in operational order and all supplies are up to par.
Encourage and build mutual trust, respect, and cooperation among team members.
Adhere to guest safe deposit box procedures.
Maintain cleanliness of front desk and lobby area quality based on standards and hotel objectives.
Understand and work with the operating procedures of all other areas of the hotel, cooperate fully and in a friendly manner with those areas to assure best in guest satisfaction.
Work closely with maintenance department by reporting out of order rooms, maintenance requests, and follow up to check that problems are resolved.
Responsible for knowledge of groups and conference room reservations/functions on a daily basis.
Other duties as assigned by management.

Skills and Knowledge:

Understand Brand Service behaviors and apply them to everyday work.
Strong organizational and leadership skills to maintain concentration and complete all work assigned
Ability to follow and give instructions accurately with common sense understanding
Ability to understand Guests’ service needs
Time management skills and ability multi-task
Ability to focus attention to performance of task despite frequent, stressful or unusual interruptions
Follow goals and objectives to improve the department
Must have a high level of interpersonal and communication skills
Ability to work cohesively with co-workers and other departments as part of a team.
Ability to converse and use proper judgment with irate Guests’, co-workers or supervisors in sometimes tense situations
Ability to perform job functions with minimal supervision and follow appropriate policies and procedures
Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.

Job Requirements:

Ideal candidates for the Front Desk Agent position must meet the following requirements.

Physical Requirements:

  • Walking, Standing - Constant
  • Climbing Stairs - Occasional
  • Crouching/Bending/Stooping - Occasional
  • Pushing/Pulling - Occasional
  • Lifting and carrying - Occasional - up to 50lbs.
  • Reaching - Constant
  • Grasping - Constant
  • Talking - Constant
  • Hearing - Constant
  • Near Vision - Constant
  • Far Vision - Constant
  • Smell - Occasional/Rare
  • Able to lift and carry up to 50 pounds intermittently during the work day.
  • Ability to walk and stand for more than 6 hours each day while working at the front desk.
  • Ability to perform certain maintenance and housekeeping tasks at times when Engineering and Housekeeping departments are closed for the day.

Skill Requirements:

  • At LEAST 1 year of customer service experience with IHG.
  • Ability to use computer system to include use of word, excel, outlook.
  • Ability to use Opera property management system.
  • Ability to work alone without supervision.
  • Ability to handle multiple tasks at the same time.
  • Ability to handle guest related situations without supervision.
  • Ability to stay calm under stressful situations.
  • Ability to read, listen, and communicate effectively in English.
  • Ability to perform basic math for tasks such as maintaining a cash drawer.

Job Types: Full-time, Part-time

Salary: $12.00 to $14.00 /hour


  • OPERA PMS: 2 years (Preferred)
  • HOTEL Front Desk: 2 years (Preferred)


  • High school or equivalent (Preferred)

Additional Compensation:

  • Store Discounts

Work Location:

  • One location
  • Multiple locations

This Company Describes Its Culture as:

  • Detail-oriented -- quality and precision-focused
  • Outcome-oriented -- results-focused with strong performance culture


  • Weekends required
  • Holidays required
  • Night shift
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