Working at Holiday Inn Express is about making guests feel satisfied, comfortable, and valued as a customer. You'll be the smiling face that greets them at check-in, helps them with all the questions or needs during their stay, and thanks them for staying when they check-out; the face of our company! Working with us will give you new experiences and skills that will last a lifetime.
The good news is we'll provide thorough training and teach all you need to know to succeed. But there are a few things you should have from the get-go:
You should be comfortable with communication and speaking in a friendly and professional manor to guests and potential guests.
The ability to work in a team environment and have respect for your co-workers. Including being on time, helping each other out, and having fun.
Enthusiasm for reaching professional goals and helping to make our hotel one of the best in the industry!
We have career opportunities available for anyone interested in hospitality and the hotel business. Apply today and join our team!
Based on experience
1st and 2nd
This position requires working some weekends
Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns' Core Values and IHG standards (standards are available online at IHGMerlin.com), as well as going above and beyond to ensure that guests are 100% satisfied.
Report to work in uniform presented professionally, neat, and clean
Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued
Anticipate and meet the needs and expectations of our guests, then go one step further
Emulate the Suburban Inns' sales sheets and use suggestive selling with each reservation inquiry
Maximize rate and occupancy, and recognize when to walk away from a reservation
Collect leads and prospect new business, communicate the information with the Sales Department
Gather the appropriate data from each guest, from address information to credit cards and signatures
Clearly state all necessary policies and hotel information to each guest
Follow the shift checklists each day, completing every task in order to ensure smooth and efficient hotel operations
Record any special needs or requests and unique occurrences throughout the shift in the daily logbook Communicate any unordinary occurrences to the next shift. Communication is instrumental in smooth operations
Maintain a neat and clean workspace at the front desk and adjacent areas
Check the pool area as many times as needed throughout the shift, stocking pool towels and straightening up the pool deck
Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager
Complete any required emergency training needed according to IHG standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation
Complete any required IHG training for front desk procedures and Priority Club, 100% responsible for ensuring Priority Club standards are exceeded each shift
Responsible for the settlement and reconciling of guest accounts and paperwork
Balance cash drawer and make appropriate cash drops
Provide excellent guest service:
Supply information to guests regarding hotel policies, services, and amenities
Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, entertainment, and events
Handle all guest concerns and be able to problem solve in a tactful, professional manner
Exhibit regular and recurrent attendance records
Maintain open lines of communication between all departments within the hotel
Other duties as requested by management
Minimum Knowledge: Requires ability to interpret / extract information and / or perform arithmetic functions. Typing, record keeping, or word processing. Good communication skills
Formal Education and Job-Related Experience: This position requires a minimum formal education of a high school diploma or equivalent related experience
License, Registration, and/or Certification Required
External and Internal Personal Contact
Communications: Daily- Verbal & Written
Weekly- Participation in meetings
Teamwork and Collaboration: This job is part of a formal work team within the department
Working Conditions and Physical Effort
Stress Load: Regular exposure to stresses
Workload Fluctuation: The workload required to perform this job requires ability to adapt to change
Manual Skills: Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations
Physical Effort: Some portions (10- 50%) of daily assignments involve prolonged standing, transporting material or equipment, or lifting, moving, or carrying heavy (over 30 pounds) materials for intermittent periods throughout the day
Physical Environment: Significant portions (more than 50%) of daily assignments involve exposure to dirt, odors, noise, or temperature / weather extremes. Working surfaces may be un-level, slippery, or unstable
Work Schedule: Work regularly requires or varies between day, evening, night, holiday, or weekend assignments. Schedule varies according to business demands and needs
Occupational Risks: Some portions (10- 50%) of daily assignments involve occupational risk, such as cuts, burns, exposure to toxic chemicals, injuries from falls, or back injury sustained with assisting in moving, lifting, or positioning equipment or materials
Ergonomics Risks: Some portions (10 - 50%) of daily assignments involve ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, vibration, cold temperatures, heavy lifting, pulling, pushing, or carrying of heavy objects, poor body mechanics, restrictive workstations, or awkward postures
Safety: Responsible for adhering to all safety policies and procedures of Suburban Inns
Required Travel: Position does occasionally require travel to other Suburban Inns properties in certain circumstances
Uniform and Appearance Guidelines
Uniform: Uniform shirt and name tag provided. Suburban Inns approved black slacks and close-toed shoes are the responsibility of the Team Member.
Appearance: All facial piercings must be approved by management. Gauges in ears are not allowed on anyone who's primary job function is interacting with guests. Hair must be of a natural color, and kept well-groomed. All tattoos that are not covered by a work uniform must be approved in writing by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position's supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The Director of Operations has the authority to veto any decision made by the position's supervisor
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