Job Overview
Employment Type
Full-time
Part-time
Compensation
Hourly
Range $13.50 - $17.00
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Vacation Time
Paid holidays
Sick Time
Retirement Plan
Job Description
Crowne Plaza Lansing is a well-established hotel known for providing exceptional hospitality experiences to guests visiting the Lansing area. As part of the InterContinental Hotels Group (IHG) portfolio, Crowne Plaza Lansing combines international standards with personalized guest services to ensure every stay is comfortable, enjoyable, and memorable. The hotel caters to a diverse clientele, including business travelers, tourists, and local visitors, offering a range of amenities and services designed to meet the needs of modern travelers. With a commitment to quality, customer satisfaction, and continuous improvement, Crowne Plaza Lansing is a respected name in the hospitality industry and strives to maintain its reputation by hiring dedicated and professional staff members. Employees at Crowne Plaza Lansing benefit from competitive compensation packages, comprehensive benefits, and opportunities for professional growth within the hospitality sector.
The Guest Services Agent at Crowne Plaza Lansing serves as the first point of contact and the first impression for guests arriving at the hotel. This role is pivotal in creating a welcoming atmosphere and representing the hotel's commitment to outstanding customer service. The Guest Services Agent is responsible for efficiently checking guests in and out, issuing room keys, and providing information about hotel services and room locations. The agent also handles guest requests, answers inquiries, and resolves complaints to ensure guest satisfaction throughout their stay. Beyond the administrative tasks, the Guest Services Agent actively engages with guests to make them feel valued and comfortable, often recognizing returning guests and IHG One Rewards Members to enhance loyalty and personalize service.
This position requires strong communication skills, the ability to work independently, and proficiency in hotel management software such as Opera or Fidelio. Flexibility in work schedule is essential, as the role may require working nights, weekends, and holidays to meet the dynamic needs of the hospitality industry. The physical demands of the job include mobility for extended periods, the ability to perform repetitive tasks with manual dexterity, and frequent interaction with guests and colleagues. Crowne Plaza Lansing values teamwork and expects the Guest Services Agent to collaborate effectively with other departments to maintain high service standards.
The benefits package includes medical, dental, and vision insurance, paid vacation and holidays, paid sick time, a retirement plan with company match, and additional perks such as travel benefits within IHG Hotels & Resorts Worldwide, footwear reimbursement, and holiday bonuses. This role offers not only a competitive salary but also the chance to grow within a respected global hotel brand. Crowne Plaza Lansing emphasizes compliance with hotel policies for safety and operational efficiency, making it an ideal workplace for hospitality professionals committed to excellence and guest satisfaction.
The Guest Services Agent at Crowne Plaza Lansing serves as the first point of contact and the first impression for guests arriving at the hotel. This role is pivotal in creating a welcoming atmosphere and representing the hotel's commitment to outstanding customer service. The Guest Services Agent is responsible for efficiently checking guests in and out, issuing room keys, and providing information about hotel services and room locations. The agent also handles guest requests, answers inquiries, and resolves complaints to ensure guest satisfaction throughout their stay. Beyond the administrative tasks, the Guest Services Agent actively engages with guests to make them feel valued and comfortable, often recognizing returning guests and IHG One Rewards Members to enhance loyalty and personalize service.
This position requires strong communication skills, the ability to work independently, and proficiency in hotel management software such as Opera or Fidelio. Flexibility in work schedule is essential, as the role may require working nights, weekends, and holidays to meet the dynamic needs of the hospitality industry. The physical demands of the job include mobility for extended periods, the ability to perform repetitive tasks with manual dexterity, and frequent interaction with guests and colleagues. Crowne Plaza Lansing values teamwork and expects the Guest Services Agent to collaborate effectively with other departments to maintain high service standards.
The benefits package includes medical, dental, and vision insurance, paid vacation and holidays, paid sick time, a retirement plan with company match, and additional perks such as travel benefits within IHG Hotels & Resorts Worldwide, footwear reimbursement, and holiday bonuses. This role offers not only a competitive salary but also the chance to grow within a respected global hotel brand. Crowne Plaza Lansing emphasizes compliance with hotel policies for safety and operational efficiency, making it an ideal workplace for hospitality professionals committed to excellence and guest satisfaction.
Job Requirements
- High school diploma or equivalent
- Minimum one year of guest service or front desk experience preferred
- Proficiency with hotel management software such as Opera or Fidelio preferred
- Availability to work flexible hours including nights, weekends, and holidays
- Ability to stand and exert mobility for up to 8 hours
- Ability to perform repetitive motions and manual dexterity tasks
- Strong communication skills in the primary workplace language
- Ability to work independently and as part of a team
- Compliance with hotel policies and safety guidelines
- Attendance at scheduled training sessions and meetings
Job Qualifications
- A high school or equivalent education
- One year of front desk or guest service experience strongly preferred
- Proficiency in Opera or Fidelio preferred
- Some college or university education preferred
- Strong communication skills, written and verbal
- Ability to navigate and use necessary applications and software
- Ability to work flexible schedules, including nights, weekends, and holidays
- Ability to work independently
- Strong problem-solving and reasoning skills
- Consistent reading, writing, and math skills
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
- 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
- Engage with guests 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, guests, and guest data
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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