A Hotel Desk Clerk provides service to customers at the front desk of a hotel. Takes room reservations, checks in guests and handles payments; answers questions and arranges for room services requested by customers.
Approximately 11:00 p.m.-7:00 a.m. Shift times may vary based on hotel needs. Applicants should indicate their preferred shift and availability when applying. Position Summary Holiday Inn Express & Suites in Sheridan is seeking friendly, dependable, and professional Front Desk Agents for morning, evening, and overnight shifts. The Front Desk Agent is often the first and last person a guest interacts with and plays an important role in creating a welcoming, efficient, and memorable hotel experience. The ideal candidate communicates professionally, remains calm under pressure, pays close attention to detail, and genuinely enjoys helping people. General Responsibilities Welcome guests in a friendly and professional manner. Complete guest check-ins and checkouts accurately and efficiently. Confirm reservations, room assignments, rates, payment methods, and identification. Answer incoming telephone calls and assist with reservations and guest questions. Process cash, credit-card payments, deposits, and authorization forms accurately. Issue room keys and protect guest privacy and confidential information. Explain hotel amenities, breakfast hours, policies, and local-area information. Enroll qualifying guests in IHG One Rewards and accurately record enrollments. Respond promptly to guest concerns and resolve reasonable issues within hotel guidelines. Communicate maintenance, housekeeping, and safety concerns to the appropriate department. Coordinate with housekeeping regarding room status, early arrivals, and priority rooms. Maintain an organized front desk, lobby, and work area. Complete shift reports, cash counts, and required documentation. Follow hotel safety, security, emergency, and guest-privacy procedures. Monitor lobby activity and report suspicious behavior or security concerns. Assist coworkers and other departments when reasonably needed. Provide a detailed handoff to the employee working the next shift. Morning-Shift Responsibilities Process guest departures and ensure folios and charges are accurate. Answer questions regarding receipts, charges, and IHG One Rewards accounts. Coordinate closely with housekeeping regarding departures and rooms needed for arriving guests. Assist guests with directions, transportation information, and local recommendations. Address any overnight guest concerns and follow up on unresolved issues. Prepare the front desk for the day's arrivals and activities. Monitor the lobby and breakfast area and communicate guest needs to the breakfast team. Evening/Mid-Shift Responsibilities Prepare for and manage the hotel's primary check-in period. Review arrivals, special requests, room assignments, and payment requirements. Verify identification, credit-card authorizations, and deposits. Provide guests with hotel information and explain breakfast and checkout times. Handle room changes, maintenance concerns, noise complaints, and other guest requests. Confirm that required payments and authorizations are secured before completing check-in. Prepare accurate notes and reports for the overnight employee. Night-Audit Responsibilities Complete late check-ins and early-morning checkouts. Perform the hotel's nightly audit using HotelKey, IHG systems, and required reports. Review room charges, payments, tax postings, deposits, and account balances for accuracy. Balance front-desk transactions and prepare daily management reports. Correct or report discrepancies according to hotel procedures. Maintain a secure and professional environment throughout the overnight shift. Respond to guest requests, disturbances, emergencies, and maintenance concerns. Prepare the front desk and required reports for the morning shift. Assist with preparing and setting up breakfast before the 6:00 a.m. opening, including approved food items, beverages, supplies, and service areas. Provide the morning team with a clear report of overnight activity and unresolved concerns. Qualifications Previous hotel, front-desk, customer-service, or cash-handling experience is preferred but not required. Training will be provided to dependable candidates with a strong work ethic. Professional appearance, attitude, and communication skills. Strong customer-service and problem-solving abilities. Ability to remain calm and respectful when addressing guest concerns. Comfortable using computers, email, reservation systems, and office equipment. Ability to follow written procedures and complete reports accurately. Dependable attendance and punctuality are required. Must be able to work independently, especially during the overnight shift. Must be available to work weekends and holidays when scheduled. Physical Requirements Ability to stand and walk for extended periods. Ability to bend, reach, and perform routine front-desk and breakfast-preparation tasks. Ability to lift and carry approximately 25 pounds. Ability to respond promptly during emergencies or urgent guest situations. What We Offer Competitive hourly pay based on experience and assigned shift Full-time and part-time opportunities On-the-job training Professional and supportive team environment Eligible employee benefits and hotel discounts based on position and company policy Opportunities for additional responsibility and advancement How to Apply Apply through Indeed with your current contact information, employment history, preferred shift, and weekly availability. Qualified applicants will be contacted to schedule an interview. Holiday Inn Express & Suites is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, disability, age, veteran status, or any other status protected by applicable law.
