Job Description

Job Description

Job Description

Position Overview

As a Guest Service Agent for the 3–11 PM shift, you are the face of the Holiday Inn Express during the hotel’s busiest hours. You will be responsible for welcoming athletes, families, and business travelers arriving at the Sports Center hub. Your goal is to provide a seamless check-in experience, uphold IHG brand standards, and ensure every guest feels at home from the moment they walk through our doors.

Key Responsibilities

• The Welcome Experience: Handle the check-in and check-out process efficiently. Since we are near the Sports Center, you'll often manage group arrivals and team check-ins.

• Guest Relations: Act as a local expert. Provide recommendations for dining in Rocky Mount, directions to the Sports Center, and information on hotel amenities.

• Reservations & Billing: Manage walk-in inquiries, process payments accurately, and handle sensitive guest information with confidentiality.

• Problem Resolution: Address guest concerns or room issues immediately and with empathy, utilizing the "IHG Way of Clean" and service recovery protocols.

• Communication: Maintain the "Pass-On" log to ensure the Night Audit shift is informed of any ongoing issues or late arrivals.

• Safety & Security: Monitor the lobby area and ensure guest safety protocols are followed throughout the evening.

Requirements & Qualifications

• Availability: Must be able to work consistently from 3:00 PM to 11:00 PM, including weekends and holidays as needed.

• Customer First Mindset: A warm, outgoing personality with a "can-do" attitude.

• Tech Savvy: Ability to learn the HotelKey Property Management System.

• Communication: Strong verbal and written communication skills.

• Physical Stamina: Ability to stand for the duration of an 8-hour shift.

• Experience: Previous hospitality or customer service experience is preferred, but we are willing to train the right candidate with a passion for service.

Why Join Holiday Inn Express?

• Team Environment: Work in a high-energy atmosphere supporting local sports tourism.

• Travel Perks: Employee discounts at IHG hotels worldwide.

• Growth: Opportunities for advancement within the hotel management structure.

Note to Applicant: We are looking for someone who can thrive during the evening "rush" and maintain a calm, professional demeanor when the lobby is full of excited teams and travelers.

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