Front Desk Agent

Job Summary

Holiday Inn Express & Suites Dover is looking for a professional, dependable, energetic, and service-driven Front Desk Agent / Guest Service Representative to join our team.

This is one of the most important positions in the hotel because the front desk controls the guest’s first impression, arrival experience, problem resolution, and final checkout. We are looking for someone with an amazing personality who genuinely enjoys working with people and creating a welcoming environment for every guest.

Smiling is required in this role. It is an important part of how we welcome guests, represent the hotel, and create a positive first impression. This is not a back-office position. We need someone who is warm, upbeat, polished, and guest-focused throughout the entire shift.

At Holiday Inn Express, guests expect a stay that is clean, comfortable, consistent, and professionally managed. The right candidate must be able to work in a fast-paced hotel environment, communicate clearly with guests and team members, handle billing accurately, resolve issues professionally, and help deliver the level of service expected at a busy hotel.

Key Responsibilities

• Greet every guest in a friendly, professional, and welcoming manner
• Check guests in and out quickly and accurately
• Handle guest payments, authorizations, billing, room charges, and cash transactions properly
• Answer hotel phone calls and assist guests with reservations, questions, and requests
• Assign rooms based on hotel availability, room status, and guest needs
• Communicate closely with housekeeping and maintenance regarding room readiness, out-of-order rooms, guest requests, and service issues
• Respond to guest complaints and concerns with urgency, professionalism, and a solution-oriented attitude
• Assist guests with directions, hotel information, local area information, and general hospitality needs
• Maintain accurate folios, shift notes, logs, and reservation details
• Follow hotel procedures for cash handling, guest privacy, security, and emergency situations
• Keep the front desk, lobby, and work area clean, organized, and professional at all times
• Support guest loyalty efforts and promote a positive overall guest experience
• Communicate important updates clearly to the next shift and management team
• Help ensure guests feel welcomed, appreciated, and taken care of from arrival through departure
• Maintain a smiling, positive, and guest-focused presence throughout the shift

Qualifications

• Previous hotel front desk, customer service, hospitality, or cash-handling experience preferred
• Strong communication and interpersonal skills
• Outstanding personality and professional appearance required
• Must be naturally friendly, outgoing, and comfortable speaking with guests throughout the shift
• Must be able to multitask and stay organized in a fast-paced environment
• Strong attention to detail, especially with billing, room assignments, and guest requests
• Must be dependable, punctual, and able to work well with a team
• Must be able to remain calm and professional under pressure
• Basic computer skills required; hotel system experience is a plus

Schedule Requirements

• Must be able to work both 7:00 AM to 3:00 PM and 3:00 PM to 11:00 PM shifts
• Flexibility to work either shift is required
• Must be available to work weekends and holidays as needed

What We Are Looking For

We are not looking for someone who simply wants to stand behind a desk. We are looking for someone who understands that the front desk is the heart of the hotel.

The right person for this position will:

• Have an amazing personality
• Smile naturally and consistently when interacting with guests
• Create a strong first impression every time
• Be polished, upbeat, and professional
• Work with urgency without losing accuracy
• Enjoy helping people and solving problems
• Understand how important guest service is to the success of the hotel

Physical Requirements

• Must be able to stand and move around for extended periods during the shift
• Must be able to use computers, phones, printers, and front desk equipment regularly
• Must be able to occasionally lift light items such as office supplies or guest items
• Must be able to maintain focus and professionalism during busy check-in and check-out times

Pay: $15.00 - $16.00 per hour

Work Location: In person