Hotel Front Desk Agent

Position Overview

We are seeking a warm, detail-oriented, and dependable Front Desk Agent to join our team at the Holiday Inn Express & Suites Roanoke Rapids SE. As the first point of contact for our guests, you will play a critical role in delivering IHG’s signature hospitality.

The ideal candidate thrives in a fast-paced environment, possesses strong problem-solving skills, and has experience operating HotelKey Property Management System (PMS). Candidates must be comfortable floating between 1st and 2nd shifts to support seamless hotel operations.

Key Responsibilities

• Guest Registration & Service:
• • Welcome arriving guests warmly and manage efficient check-in and check-out procedures.
  • Process individual and group reservations, cancellations, room assignments, and rate adjustments accurately in HotelKey PMS.
  • Enforce IHG One Rewards loyalty program standards by recognizing elite members and enrolling new guests.
• Operational Duties (Shift Floating):
• • 1st Shift Focus: Handle morning departures/check-outs, assist guests with breakfast/lobby inquiries, post daily room charges/settlements, and collaborate with Housekeeping on room availability status.
  • 2nd Shift Focus: Manage peak afternoon arrivals/check-ins, oversee evening guest requests, audit daily folios, and ensure the safety and cleanliness of the lobby/front office area.
• Financial & Billing Accuracy:
• • Verify payment methods, process cash/credit card transactions, and manage guest folios accurately.
  • Balance shift drawer and complete daily end-of-shift billing audits and drop summaries.
• Communication & Coordination:
• • Answer multi-line phones promptly, transfer calls, and handle reservation inquiries or direct bookings.
  • Serve as a liaison between guests and cross-functional teams (Housekeeping and Maintenance) to address work orders and room requests immediately.
  • Manage guest feedback or service recovery issues with professionalism, empathy, and speed.

Qualifications & Requirements

• PMS Experience: Prior experience using HotelKey PMS is strongly preferred (experience with IHG platforms or standard hotel PMS software is a plus).
• Shift Flexibility: Ability to work a rotating schedule floating between 1st Shift (7:00 AM – 3:00 PM) and 2nd Shift (3:00 PM – 11:00 PM), including weekends and holidays.
• Hospitality Mindset: Excellent communication, conflict-resolution, and interpersonal skills with a commitment to providing top-tier customer service.
• Technical Skills: Basic computer proficiency, familiar with handling payment processing terminals, standard office equipment, and phone systems.
• Physical Requirements: Ability to stand for extended periods (up to 8 hours per shift) and lift up to 25–30 lbs occasionally (guest luggage, box deliveries, front desk supplies).
• Education: High school diploma or GED required.

Benefits & Perks

• Competitive hourly wage based on experience.
• IHG Employee Travel Program: Deeply discounted room rates at IHG properties worldwide.
• Flexible scheduling options.
• Career growth and advancement opportunities within property management.