Front Desk Agent / Guest Service Representative

Holiday Inn Express in Locust Grove is seeking an enthusiastic, dependable, and guest-focused Front Desk Agent / Guest Service Representative to join our team.

We are looking for someone who brings positive energy, fresh ideas, and a genuine desire to create a welcoming experience for every guest. The ideal candidate is comfortable taking initiative, solving problems, supporting coworkers, and growing into a leadership role within the hotel.

Pay

$13.00 to $16.00 per hour, based on experience, availability, and qualifications.

Schedule Requirements

Weekend availability is mandatory.

Candidates must be willing and able to work all hotel Front Desk shifts as needed:

• AM Shift: 7:00 AM to 3:00 PM
• PM Shift: 3:00 PM to 11:00 PM
• Night Audit Shift: 11:00 PM to 7:00 AM

This position will primarily work the PM shift from 3:00 PM to 11:00 PM. However, flexibility to work the AM shift and Night Audit shift when needed is required.

Job Responsibilities

• Welcome guests in a friendly, professional, and attentive manner
• Check guests in and out using the hotel’s Property Management System
• Process reservations, room assignments, payments, deposits, and guest accounts accurately
• Answer incoming phone calls and respond to guest questions
• Assist guests with hotel information, directions, requests, and concerns
• Communicate guest requests to Housekeeping, Maintenance, Management, and other departments
• Monitor room availability, reservations, and guest account details
• Complete assigned Front Desk tasks, shift checklists, and reports
• Handle guest concerns calmly, professionally, and with good judgment
• Follow hotel procedures for safety, security, cash handling, and guest privacy
• Keep the Front Desk, lobby, and surrounding areas clean and organized
• Enroll eligible guests in the hotel loyalty program and explain available benefits
• Provide clear and accurate shift handoffs to the next Front Desk employee
• Assist other departments when needed to support hotel operations
• Share fresh ideas that may improve the guest experience and hotel performance
• Complete Night Audit duties and reports when scheduled for the overnight shift

Leadership and Teamwork

We believe every employee should have the opportunity to lead.

Front Desk team members are trusted to take ownership of their shifts, make thoughtful decisions, solve problems, and contribute to a positive environment for guests and coworkers.

We provide training, tools, guidance, and resources to help employees succeed. However, leadership also requires personal motivation, accountability, confidence, and a willingness to grow. We are looking for someone who will embrace that responsibility and work toward becoming a strong leader within the team.

The Front Desk Agent must communicate effectively and work closely with:

• Hotel Management
• Housekeeping
• Maintenance
• Other Front Desk team members
• Breakfast and hotel support staff

• Previous hotel, hospitality, or customer service experience is preferred
• Comfortable learning and using a hotel Property Management System
• Basic computer, typing, and phone skills
• Strong verbal and written communication skills
• Friendly, professional, and confident when interacting with guests
• Ability to remain calm and organized during busy or challenging situations
• Ability to handle guest concerns with patience and good judgment
• Dependable, punctual, responsible, and honest
• Willingness to accept feedback and continue learning
• Ability to work independently and as part of a team
• Must be available to work weekends
• Must be flexible to work AM, PM, and Night Audit shifts as needed
• Reliable transportation is required

Pulled from the full job description

• Paid time off
• Employee discount
• Free parking, Please apply only if you are consistently available to work weekends and are flexible to work different shifts when needed.

When applying, please include your availability and any previous hotel, customer service, cash-handling, Night Audit, or leadership experience.

Holiday Inn Express is an equal opportunity employer.

Pay: $22.13 - $26.65 per hour

Benefits:

• Employee discount
• Free parking
• Paid time off