Front Desk Agent

Loma Linda, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Exact $17.00

Work Schedule

Flexible

Day Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

401(k) retirement plan

Employee wellness programs

Career development opportunities

Job Description

Holiday Inn Express Loma Linda is part of the internationally recognized Holiday Inn Express brand, renowned for delivering comfortable, quality accommodations and exceptional guest experiences. Located in the vibrant city of Loma Linda, this hotel caters to travelers seeking convenience, reliability, and outstanding service. As a segment of the IHG (InterContinental Hotels Group) family, Holiday Inn Express Loma Linda upholds the highest standards of hospitality, aiming to provide guests with a seamless and memorable stay. Known for its clean, modern rooms and welcoming atmosphere, the hotel attracts both business and leisure guests, emphasizing a friendly and professional environment. Employees at Holiday Inn Express Loma Linda are valued team members who contribute to the mission of "Soar to Success" through dedicated service and operational excellence.

The role of Front Desk Agent at Holiday Inn Express Loma Linda is a pivotal position within the hotel’s operations. As the guests’ first point of contact, the Front Desk Agent acts as the 'Ground Control' of the hospitality experience, setting the tone for a positive stay through exceptional customer service and efficient administrative duties. This full-time position involves managing arrivals and departures, ensuring all check-in and check-out procedures comply with brand standards, and maintaining a smooth flow at the reception desk. Front Desk Agents embody the values of ownership, accountability, and a guest-first culture, consistently working to anticipate guests’ needs and resolve any issues with empathy and professionalism.

The job requires balancing various responsibilities including handling reservations, managing financial transactions accurately through the Property Management System, and coordinating communication between internal departments such as housekeeping and maintenance. Front Desk Agents are expected to promote hotel amenities and local attractions to enhance the guest experience while maintaining confidentiality and adhering to strict safety and brand policies. The working environment emphasizes teamwork, professionalism, and flexibility, with shifts available in the morning and evening (6am-2pm and 2pm-10pm) including nights, weekends, and holidays.

In summary, the Front Desk Agent at Holiday Inn Express Loma Linda plays an essential role in delivering the Wings of Excellence standards by ensuring every guest interaction is warm, welcoming, and efficiently managed. This position is ideal for individuals passionate about hospitality, eager to work in a fast-paced, dynamic environment, and committed to upholding high standards of guest service excellence.

Job Requirements

High school diploma or equivalent
Minimum 1 year of front desk or customer service experience
Proficiency with property management systems preferred
Excellent verbal and written communication skills
Ability to multitask and maintain professionalism under pressure
Flexible availability including nights, weekends and holidays
Ability to maintain uniform and appearance standards

Job Qualifications

High school diploma or equivalent required
College coursework in hospitality preferred
Minimum 1 year of front desk or customer service experience
Hotel experience strongly preferred
Proficiency with PMS systems such as Hilton OnQ/PEP, Marriott FOSSE, Choice ChoiceADVANTAGE, or IHG Opera Cloud preferred
Excellent verbal and written communication skills
Strong organizational skills and attention to detail
Ability to multitask in a fast-paced environment while maintaining composure and professionalism

Job Duties

Greet all guests with warmth and professionalism upon arrival and departure
Perform check-in and check-out procedures efficiently, accurately, and in accordance with brand and Hotel standards
Ensure guest satisfaction by anticipating needs and resolving issues promptly with empathy and discretion
Promote hotel amenities, local attractions and programs to enhance the guest experience
Handle all guest complaints or concerns professionally, escalating as needed to the Front Desk Manager or General Manager
Manage room assignments, rate verifications, and payment authorizations accurately in the Property Management System
Balance all front desk cash, credit, and room charge transactions in compliance with accounting policies
Assist with same-day reservations, group check-ins, and modifications as needed
Maintain clear communication with housekeeping, maintenance, and management regarding room status, guest requests, and VIP arrivals
Document all key guest interactions, incidents, and shift details in the Front Desk Log per Hotel's SOP
Respond promptly to calls, emails, and internal messages using approved communication systems
Adhere to all Hotel's policies, brand training, and safety procedures
Maintain a clean, organized, and professional front desk workspace at all times
Uphold confidentiality of guest and company information in accordance with data privacy laws and brand policies
Maintain flexible availability, including nights, weekends, and holidays
Maintain uniform and appearance standards as per Hotel policy