Front Desk Agent/Night Audit

Front Desk Agent

Holiday Inn Express Mt. Pleasant by IHG

Position Summary

The Front Desk Agent is responsible for providing excellent guest service, handling front desk operations, and ensuring a smooth and welcoming experience for all guests. The ideal candidate must have 1–2 years of previous IHG hotel experience and be familiar with IHG standards and systems.

Duties & Responsibilities

Front Desk Operations

• Welcome and assist guests with check-in and check-out.
• Process reservations, room assignments, payments, and guest requests accurately.
• Answer phone calls, emails, and guest inquiries professionally.
• Maintain accurate guest information and front desk records.
• Follow IHG and hotel standards, policies, and procedures.
• Handle guest complaints and resolve issues professionally or escalate when required.
• Maintain proper cash handling and payment procedures.
• Monitor room availability and communicate with Housekeeping regarding room status.

Guest Service

• Provide a friendly, professional, and courteous welcome to every guest.
• Respond promptly to guest requests and concerns.
• Promote IHG One Rewards and assist guests with membership inquiries.
• Maintain guest privacy and confidentiality.
• Ensure the lobby and front desk area remain clean and welcoming.

Requirements

• 1–2 years of previous IHG hotel/front desk experience is required.
• Knowledge of IHG standards, procedures, and systems.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Strong computer, organizational, and problem-solving skills.
• Ability to work flexible shifts, including evenings, weekends, and holidays.
• Professional appearance and positive attitude.

Additional Responsibilities

• Follow all hotel safety, security, emergency, and fire procedures.
• Maintain regular attendance and punctuality.
• Attend required training and staff meetings.
• Perform other reasonable duties assigned by the Front Office Manager or General Manager.

Pay: $12.00 - $13.00 per hour

Work Location: In person