Guest Experience Agent Position Available In Cobb, Georgia

Guest Experience Agent Holiday Inn Express Atlanta Galleria-Ballpark Area
2855 Spring Hill Parkway
Smyrna, GA 30080
139 Room Hotel
Managed By Buckhead America Hospitality
PTO, bonus and 401k

Compensation:

Starting at $15.50 per hour, plus bonus, Full-Time
flexible from 7am-11:30pm, Sunday – Saturday
Summary of Position
Provide excellent service to guests throughout their stay. Make reservations, check guests in/out, answer all incoming calls, respond to any guests’ requests, and solve issues quickly. Share information about hotel amenities and make recommendations about surrounding area.
Requirements
Has a minimum one (1) years of customer facing experience.
Effective verbal and written communication skills in English.
Willing to work weekends and holidays based on business needs.
General Responsibilities
Stay guest focused and nurture an excellent guest experience.
Answer telephone, make reservations, check guests in, check guests out.
Act as hotel concierge for guests.
Act as communication hub for hotel and guest liaison with other departments.
Knowledge of the local area to provide recommendations to guests.
Understand and follow all safety procedures.
Understand and follow all Guest Services operating procedures.
Specific Responsibilities
Demonstrate a high level of integrity, take ownership of personal actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Operating Procedures.
Provide exceptional customer service to all guests.
Be proficient in all Front Office equipment such as Property Management System, Key Machine, Credit Card Terminal and Point of Sale System
Understand and follow Guest Services accounting procedures for folio charges, payments, cash handling, adjustments, tax exempt and house accounts.
Understand and follow hotel’s Guest Services operating procedures for safety, security, and operating procedures.
Be proficient in Franchise loyalty program to be able to promote, explain and acknowledge members status.
Use appropriate greeting and etiquette when answering telephone.
Review, acknowledge and accommodate guests’ requests where applicable and available.
Process new reservations, edits and cancelations within company policies and franchise guidelines
Check guests in and out per company policies and procedures.
Inform guests of hotel amenities and policies at check in
Follow and enforce key control policy for guests and associates.
Handle guest requests, concerns, or complaints professionally and in a timely matter.
Provide concierge services including proving driving or walking directions as well as recommend local preferred restaurants for dinning.
Communicate with management daily on current available rates.
Monitor hotel inventory of guest rooms and communicate with appropriate departments and management regarding out of order rooms, room discrepancies or negative balances.
Follow additional operating and accounting procedures for group arrivals.
Maintain appropriate inventories of supplies throughout shift for efficient service.
Maintain a proper clean and sanitized workspace.
Maintain a proper clean and sanitized guest space.
Place maintenance work orders and repairs into electronic maintenance system
Maintain and review daily shift log for Guest Services and hotel departments.
Maintain courteous and professional communication with other hotel departments, keep all appropriate departments updated with necessary information.
Preform property walk(s) to ensure the security and safety all guest.
Inform management of any unique situations, or unusual developments.
Perform other duties as needed and requested by management.

Optimum Attributes:

Willing to take responsibility and accountability for the team.
Strong attention to detail & ability to multitask.
Epitomize professionalism.
Determined and motivated to meet and exceed expectations.
Reliable, responsible, and dependable
Highly developed verbal and written communication skills
Motivating team player
Active & attentive listener
Open with praise; discreet with criticism.
Emphatic and tolerant
Consistent and influential
Rational, prudent, and practical

Performance Standards:

Internal Performance reviews and Guest surveys
Posted April 15, 2025
12 Holiday Inn Express Atlanta Galleria-Ballpark Area
About Us
The Holiday Inn Express Atlanta Galleria – Ballpark Area hotel is nestled in the bustling Cobb Galleria and Cumberland Area of Smyrna, just a short walk to the new Suntrust Park (Atlanta Braves Stadium opening 2017) and 10 miles northwest of Downtown Atlanta..
The hotel is surrounded by several office towers that house such major companies like Home Depot, IBM, Lockheed Martin and RaceTrac. Just a mile away is Cobb Galleria Centre, a world class convention center adjacent to the Cobb Energy Centre featuring concerts, comedy shows, opera, and ballet. Shopping can be found half a mile away at Cumberland Mall. From a quick meal to a sophisticated dining experience in Atlanta, these can be found nearby our Holiday Inn Express Atlanta Galleria – Ballpark Area hotel. Atlanta’s hottest attractions such as the Georgia Aquarium, World of Coca Cola, Centennial Olympic Park, Six Flags over Georgia, and White Water Park are minutes from the hotel.
After a day of business or adventure, the Holiday Inn Express Atlanta Galleria – Ballpark Area hotel has first class amenities awaiting our guests like elegantly appointed guest rooms, free high-speed Internet, free hot breakfast buffet, seasonal outdoor pool, flexible meeting space, business center, sundry shop, an expanded fitness center with next generation equipment and a private yoga area.