Front Desk Attendant

The Front Desk Attendant is responsible for providing exceptional guest service while supporting the daily operations of the front desk at Holiday Inn Express by IHG. This position serves as the first point of contact for guests and ensures a welcoming, professional, and efficient experience from arrival through departure.

Essential Duties and Responsibilities

• Greet guests warmly and provide professional, courteous customer service.
• Check guests in and out accurately and efficiently.
• Verify reservations, identification, room rates, and payment information.
• Process reservations, cancellations, modifications, and room assignments.
• Answer telephone calls and respond to guest questions and requests.
• Provide information about hotel amenities, services, and local attractions.
• Address guest concerns and resolve complaints professionally and promptly.
• Coordinate with housekeeping and maintenance to ensure rooms are clean, available, and properly maintained.
• Process cash, credit card, and other payments accurately.
• Maintain accurate guest records and complete required front-desk reports.
• Monitor hotel access and follow established safety and security procedures.
• Maintain a clean, organized, and welcoming front-desk area.
• Communicate effectively with other hotel departments during shift changes and throughout the day.
• Follow Holiday Inn Express and IHG standards, policies, and procedures.
• Assist with other hotel duties as needed to support daily operations and guest satisfaction.

Qualifications

• High school diploma or equivalent preferred.
• Previous customer service or hotel experience preferred but not required.
• Strong communication and interpersonal skills.
• Basic computer and cash-handling skills.
• Ability to remain professional and courteous in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Availability to work flexible shifts, including weekends and holidays.

Physical Requirements

The position requires prolonged periods of standing and walking, frequent computer and telephone use, and the ability to occasionally lift or move light items as needed.

Overall Purpose

The Front Desk Attendant helps create a positive guest experience by providing friendly, efficient, and dependable service while ensuring front-office operations run smoothly and according to hotel and IHG standards.