Job Overview
Employment Type
Full-time
Part-time
Compensation
Hourly
Range $13.50 - $17.00
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Vacation Time
Paid holidays
Retirement Plan
holiday bonus
Job Description
The Crowne Plaza Lansing is a renowned hotel that belongs to the InterContinental Hotels Group (IHG), a globally recognized leader in the hospitality industry. Located in Lansing, Michigan, this hotel offers guests a comfortable, convenient, and customer-focused experience. Known for its exceptional service, quality amenities, and dedication to guest satisfaction, the Crowne Plaza Lansing attracts business travelers, tourists, and event attendees alike. The hotel features well-appointed rooms, meeting spaces, dining options, and is committed to creating a welcoming atmosphere for all visitors. As part of the IHG family, Crowne Plaza Lansing upholds the highest standards of hospitality and aims to deliver memorable experiences to every guest.
Joining the Crowne Plaza Lansing team as a Guest Services Agent means becoming an integral part of a dynamic hospitality environment where guest satisfaction is the top priority. The Guest Services Agent serves as the first point of contact and primary impression for all guests checking in and out of the hotel. This role is pivotal in ensuring that guests feel welcomed, valued, and well taken care of throughout their stay. With a focus on warmth, professionalism, and a thorough knowledge of hotel services, the Guest Services Agent provides efficient check-in and check-out procedures, addresses guest inquiries promptly, and assists with any concerns or special requests.
This position is available on a part-time or full-time basis, offering flexibility to accommodate different scheduling needs. The Guest Services Agent will work closely with other hotel departments to maintain seamless service quality and uphold safety and security standards for guests and staff. Beyond routine front desk duties, this role also involves upselling rooms to maximize hotel revenue, accurately handling cash and credit transactions, and actively engaging with guests to enhance their overall hotel experience.
Employees in this role benefit from comprehensive insurance coverage including medical, dental, and vision plans. Additional benefits encourage work-life balance such as paid vacation time, personal days, paid holidays, and bereavement leave options. The hotel also offers unique perks like travel benefits at IHG worldwide locations, retirement plans with company match, footwear reimbursement, and holiday bonuses. These benefits vary based on position, employment status, and length of service, offering a rewarding compensation package for dedicated staff members.
The ideal candidate for the Guest Services Agent will excel in guest communication, be adept at using hospitality software such as Opera/Fidelio, and display the ability to work flexible hours including nights, weekends, and holidays. Physical demands require standing and mobility throughout shifts and engaging with guests in a hospitable manner. Successful applicants will thrive in a team-oriented atmosphere, demonstrating problem-solving skills to recover service issues and contribute to the hotel’s reputation for excellence.
Overall, the Guest Services Agent role at Crowne Plaza Lansing offers a fulfilling career in the hospitality industry, balancing the opportunity to deliver exceptional guest experiences with professional growth and valuable employee benefits.
Joining the Crowne Plaza Lansing team as a Guest Services Agent means becoming an integral part of a dynamic hospitality environment where guest satisfaction is the top priority. The Guest Services Agent serves as the first point of contact and primary impression for all guests checking in and out of the hotel. This role is pivotal in ensuring that guests feel welcomed, valued, and well taken care of throughout their stay. With a focus on warmth, professionalism, and a thorough knowledge of hotel services, the Guest Services Agent provides efficient check-in and check-out procedures, addresses guest inquiries promptly, and assists with any concerns or special requests.
This position is available on a part-time or full-time basis, offering flexibility to accommodate different scheduling needs. The Guest Services Agent will work closely with other hotel departments to maintain seamless service quality and uphold safety and security standards for guests and staff. Beyond routine front desk duties, this role also involves upselling rooms to maximize hotel revenue, accurately handling cash and credit transactions, and actively engaging with guests to enhance their overall hotel experience.
Employees in this role benefit from comprehensive insurance coverage including medical, dental, and vision plans. Additional benefits encourage work-life balance such as paid vacation time, personal days, paid holidays, and bereavement leave options. The hotel also offers unique perks like travel benefits at IHG worldwide locations, retirement plans with company match, footwear reimbursement, and holiday bonuses. These benefits vary based on position, employment status, and length of service, offering a rewarding compensation package for dedicated staff members.
The ideal candidate for the Guest Services Agent will excel in guest communication, be adept at using hospitality software such as Opera/Fidelio, and display the ability to work flexible hours including nights, weekends, and holidays. Physical demands require standing and mobility throughout shifts and engaging with guests in a hospitable manner. Successful applicants will thrive in a team-oriented atmosphere, demonstrating problem-solving skills to recover service issues and contribute to the hotel’s reputation for excellence.
Overall, the Guest Services Agent role at Crowne Plaza Lansing offers a fulfilling career in the hospitality industry, balancing the opportunity to deliver exceptional guest experiences with professional growth and valuable employee benefits.
Job Requirements
- High school or equivalent education
- One year of front desk or guest service experience strongly preferred
- Proficiency in Opera/Fidelio preferred
- Some college or university education preferred
- Ability to work a flexible schedule including nights, weekends, and/or holidays
- Ability to work independently
- Attend all scheduled training sessions and meetings
- Compliance with Crowne Plaza Lansing rules and regulations
- Ability to exert well-paced mobility for up to 8 hours
- Ability to perform repetitive motions and manual dexterity
- Ability to remain in a stationary position for a constant period
- Ability to communicate effectively with individuals inside and outside the company
Job Qualifications
- High school or equivalent education
- One year of front desk or guest service experience strongly preferred
- Proficiency in Opera/Fidelio preferred
- Some college or university education preferred
- Strong communication skills, both written and verbal in the primary language(s) used in the workplace
- Ability to navigate and use necessary applications and software
- Ability to work a flexible schedule including nights, weekends, and/or holidays
- Ability to work independently
- Consistent reading, writing, and math skills
- Frequent problem solving and reasoning
Job Duties
- Welcome guests in a friendly and professional manner, recognizing IHG One Rewards Members and returning guests
- Check guests in, issue room keys, and provide information on hotel services and room location
- Ensure required identification is taken from guests at check-in
- Answer and process all guest calls, messages, requests, questions or concerns in a prompt and courteous manner
- Record guest preferences in the system
- Check guests out, including resolving any late or disputed charges
- Issue, control, and release guest safe-deposit boxes
- Communicate any outstanding guest requests or issues to management that may require additional monitoring
- Act to solve guest problems or complaints using appropriate service recovery guidelines
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel
- process cancellations, revisions, and information updates on changes
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
- Engage with guest and fellow associates
- Up-sell rooms where possible to maximize hotel revenue
- Accurately process all cash and credit card transactions
- Work as a team and communicate with other departments to ensure excellent quality of service
- Follow all safety and security guidelines and procedures to protect colleagues, the guests, and the guest's data
Job Criteria
Experience
No experience required
Job Location
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