Guest Services Representative

Front Desk Agent – Holiday Inn Bismarck, ND

Hotel Equities, a multi-award‑winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Agent for the Holiday Inn Bismarck, ND.

$15.00/hr – $17.00/hr

Respond in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services. Handle telephone and in‑person inquiries regarding reservations, hotel information, and guest concerns. Deliver warm, knowledgeable service and helpful guidance to reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and ntain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly, being polite, courteous, and friendly.
• Be friendly, thorough, accurate and efficient in taking reservations.
• Be friendly, thorough, accurate and efficient in performing check‑ins.
• Be friendly, thorough, accurate and efficient in performing check‑outs.
• Distribute welcome materials and provide assistance with luggage upon arrival and departure.
• Use guests’ names consistently.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Handle messages, wake‑up calls, mail, and faxes properly.
• Assist guests with laundry/dry‑cleaning needs.
• Know of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful, and positive member of the team.
• Be professional, responsible and mature in conduct and behavior.
• Be understanding of, encouraging to, and friendly with all co‑workers.
• Be self‑motivated and use time wisely.
• Maintain open lines of communication with each department.
• Respond positively to new ideas.
• Openly accept critical/developmental feedback.
• Maintain effective communication through the use of meetings, log books, and bulletins.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
• Handle and account for keys properly.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re‑rents, and last available rooms.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; regularly restock and sell pantry items.
• Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have a full understanding of franchise honors program.
• Ensure all customers establish credit upon check‑in; improve timeliness of cash flow by adhering to established credit and inventory control procedures.
• Verify all information on reservations at check‑in – name, address, method of payment, etc.
• Retrieve proper name and address verification and proper approval codes for cash and credit card paying customers.
• Identify and record special billing instructions and notify accounting.
• Complete shift closing accurately by obtaining appropriate approval signatures and authorization codes.
• Adhere to hotel policies regarding the use of cash banks.
• Stay current with developments in the hotel by reviewing the communication log book each shift; update log book for the next shift.
• Report potential sales contacts to the sales department.
• Protect guests’ room numbers.

• Operate or assist with shuttle or transportation service in a timely and courteous manner (if applicable).

High School diploma / Secondary…