Guest Services Representative

The Guest Services Representative (Front Office) at Holiday Inn Express Peekskill supports a smooth arrival-to-departure experience by providing welcoming service, accurate front desk processing, and effective coordination across hotel departments.

Role Purpose

This Front Office position delivers efficient, professional guest service throughout the arrival, stay, and departure experience. The role assists guests with requests, reservations, payments, information, and service recovery while helping ensure smooth daily hotel operations.

Key Responsibilities

• Welcome guests and provide friendly, professional service throughout their stay.
• Process arrivals, departures, reservations, payments, and guest requests accurately.
• Respond promptly to questions, concerns, and special requests.
• Resolve routine guest issues and escalate concerns to management when appropriate.
• Maintain accurate guest information, records, and shift documentation.
• Communicate effectively with housekeeping, maintenance, sales, and other hotel departments.
• Promote hotel services, amenities, and relevant guest opportunities.
• Follow cash-handling, security, privacy, and hotel operating procedures.
• Monitor the lobby and front desk area to maintain a welcoming and organized environment.
• Complete assigned shift responsibilities and maintain effective communication during handoffs.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent (preferred).
• Previous hotel, front desk, customer service, or related experience (preferred).
• Strong verbal and written communication skills.
• Basic computer and cash-handling skills.
• Ability to remain professional and composed while resolving guest concerns.
• Ability to work flexible hours, including nights, weekends, and holidays, as needed.
• Ability to stand and walk for extended periods and move throughout the front office area.
• Ability to sit, bend, reach, and lift as needed to complete job duties.
• Occasionally lift and carry supplies or equipment up to 25 pounds.
• Ability to use computers, phones, tablets, and standard office equipment for extended periods.

Technology & Systems

• Property Management Systems (PMS)
• Point-of-Sale (POS) systems
• Microsoft Office Suite
• Hotel guest-service and communication platforms

Preferred Experience

• Experience with Property Management Systems (PMS)
• Experience with Point-of-Sale (POS) systems
• Experience with Microsoft Office Suite
• Experience with hotel guest-service and communication platforms

Pay & Location

Location: Peekskill, NY (onsite)

Pay Range: USD $17.50 - $19.00 per hour

Benefits

• Team-Driven and Values-Based Culture
• Medical, Dental & Vision Insurance
• Paid Vacation, Sick Time (where required by state law) & Holidays
• 401(k) Retirement Plan
• Employee Assistance Program
• Career Growth Opportunities & Leadership Development Programs
• Reduced Hotel Rates Throughout Our Portfolio
• Employee Referral Program
• Life Insurance
• Flexible Spending Account (FSA)
• Exclusive Third-Party Discounts (Shopping, Travel, Entertainment & More)

Team Fit

• A warm, welcoming professional who enjoys helping guests.
• An organized, detail-oriented team member.
• A calm problem-solver who can handle multiple priorities.
• A service-first mindset with professionalism and reliability.