Full job description
Our Hotel:
Our Holiday Inn Express hotel in Oldsmar has been a family owned and operated property for over a decade. We take pride in providing exceptional customer service while creating a welcoming and respectful culture for our team. We thrive to work together has a team and learn from one another to be better every single day! We are seeking a candidate that is not just looking for the next job, but is looking to be part of a family! No more dealing with management companies or resistant owners – everyone’s voice matters here and we don’t cut corners!
Our hotel is conveniently located between Tampa and Clearwater Beach. This is an individually owned and operated property that takes much care in the property and the team.
You will be joining a newly renovated hotel (both guest rooms and public spaces). Guest room renovations are complete and public spaces will be completed soon, creating much excitement for our guests and team members, alike!
Our Mission is to provide an exceptional experience and value to our guests while creating a warm, professional and fun environment for our team where everyone has a voice.
We are seeking a Guest Services Agent to become a part of our team! You will accommodate patrons, as well as identify areas of improvement to increase efficiency. Candidate will be regularly scheduled for 32-40 hours per week and will occasionally be asked to work overtime during periods of high demand. Shifts will fall into either first shift (7 am to 3 pm) or second shift (3 pm to 11 pm), including weekends (please note, we provide a $1/hr bonus weekend rate)! Strong customer service, a positive attitude and the ability to work well in a team environment are a must for this position as this role is essential for driving and maintaining a positive relationship with our guests during their hotel stay.
At Holiday Inn Express 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 question 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 and colleagues; doing as much as possible in advance and multi-tasking when needed
Responsibilities:
- Register and assign rooms to guests
- Greeting and establishing the first impression for all new guests and welcoming returning guests back to the hotel
- Communicate with colleagues and management effectively.
- Familiarize guests with hotel features, amenities, local restaurants and attractions
- Confirm phone and online reservations
- Respond to guest needs, requests, and complaints
- Ensure each guest knows they are being listened to and the hotel is always willing to work towards a mutually agreeable solution to resolve problems, which may include thinking “outside the box.”
- Process all payments and authorizations according to established hotel procedures
- Work efficiently within the Hotel’s OPERA Property Management System
- Keep records of occupied rooms and guests
- Follow all procedures for IHG Rewards members
- Maintain and follow up on any items in the electronic service log by coordinating with guests and/or the respective departments
- Monitor the hotel and provide assistance to hotel guests as necessary while working with Maintenance, Housekeeping and Sales departments to ensure a smooth and efficient hotel operation.
- Respond to incidents and hotel emergencies swiftly while following procedures set forth by hotel management to ensure safety first, as well as to limit any potential damages to hotel.
- May be required to work nights, weekends and/or holidays. Shifts are typically 8 hours – schedules will be adjusted based upon needs during high- and low-demand periods.
- Strong multi-tasking skills and able to accommodate multiple guests efficiently and respectfully
- Serve as “Manager On Duty” (MOD)
Qualifications:
- Previous experience in customer service, front desk service, or other related fields is critical – Minimum one year
- Able to work well in a team environment
- Prior working knowledge of the OPERA Property Management System (PMS) is strongly preferred to be considered for the Front Desk Agent position. Experience with other Property Management Systems will also be considered
- Ability to build rapport with guests
- Able to stand for extended periods of time
- Consistent ability to maintain a calm and empathetic report with hotel guests, while maintaining a high level of professionalism, especially in rare instances with disgruntled guests
- Candidate must be willing to work alone. Since the hotel is a 24/7 operation, reliability is a must
- Strong organizational skills
- Clear and concise written and verbal communication skills
- Prior experience with IHG branded properties such as Holiday Inn or Holiday Inn Express brand preferred
Starts at a $15 per hour, with relevant prior experience.
Job Types: Full-time, Part-time
Benefits:
- Employee discount
- Paid time off
- Referral program
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Overtime
- Weekends as needed
Work setting:
- In-person
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel Front Desk: 1 year (Required)
Work Location: In person
