Front Desk Agent

Holiday Inn Express & Suites Thibodaux

Front Desk Agent

What is this Job?

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. You will work closely with all Departments especially Housekeeping and Maintenance to ensure all aspects of the guest's experience meets or exceeds their expectations. You will report directly to the Front Office Manager and General Manager.

Your day to day

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guest in and out - take ID's, hand out room keys, and control and release safety deposit boxes.
• Stay one step ahead of guests' needs - record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge and loop in management and other departments when necessary.
• Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador by wearing required uniform.
• Always know what events and activities are on the day's schedule.
• Assist with other hotel duties a required by your Manager.

What we need from you

• Communications skills - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to.
• Problem solving - your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
• Fluency in English - extra language skills would be great, but not essential.
• Literate and tech-savvy - you'll need a good grasp of reading, writing, basic math and computers.
• Positive attitude - guests will see you and come to you on a daily basis, you must be positive and greet them sincerely so they feel you care and are ready to assist them.
• Teamwork - you have to be ready to work as a team within your department and other departments.
• Flexibility - night, weekend and holiday shifts are all part of the job. Ability to work all shifts as needed such as morning, mid-day, evening and overnight shifts.
• Education - you'll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
• Experience - ideally you'll have spent at least one year in a Front Desk or guest service position.
• Strength - sometimes you'll need to lift, push and pull big objects up to 50lbs (23kg). This can involve bending, kneeling and reaching.

How do I delivery this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in all IHC Hotels.

Each IHG Hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guest
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what your quest is saying, picking up on body language that is often overlooked. and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they needs, and doing so in a timely and caring manner

There's so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people.

What we offer

We'll reward all your hard work with a great salary and benefits - including uniform, great room discounts and superb training.

Join us and you'll become part of the global IHG 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 improve.

Job Type: Full-time

Schedule:

• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift

Work setting:

• In-person
• Resort

Ability to Relocate:

• Thibodaux, La 70301: Relocate before starting work (Required)

Work Location: In person