Front Desk Agent-Holiday Inn -Loma Linda

About the role

As a Front Desk Agent at Holiday Inn Express Loma Linda, you are the guest’s first impression — the Ground Control of our hospitality experience — ensuring every arrival and departure is smooth, memorable, and consistent with our Wings of Excellence standards. This position upholds the Hotel's commitment to hospitality excellence by delivering professional, friendly, and efficient service that embodies our brand values of ownership, accountability, and guest-first culture.

Responsibilities

• 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 (PMS).
• 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.

Requirements

• 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 (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.

Schedule

This position requires flexible availability, including nights, weekends, and holidays.

Work Environment

This position works as one part of the Hotel team and shares in our culture. Uniform and appearance standards must be maintained at all times per the Hotel's policy.