Guest Service Agent at Kalyan Hospitality – Roanoke, Virginia

The Guest Services Agent is responsible for delivering exceptional guest experiences at the front desk across both the Holiday Inn and Candlewood Suites properties. This role manages all aspects of the guest journey—from check-in to check-out—while ensuring accuracy in reservations, billing, and communication. The position plays a critical role in driving guest satisfaction scores (GSS/OSAT) and supporting overall hotel operations.

• Greet and welcome guests in a professional, friendly, and engaging manner
• Complete efficient check-in and check-out processes
• Anticipate guest needs and resolve concerns promptly to ensure satisfaction
• Deliver service recovery when needed, following hotel guidelines
• Maintain a strong understanding of hotel amenities, local area, and services

• Accurately input, modify, and manage reservations in the PMS
• Verify guest information, payment methods, and room assignments
• Ensure proper handling of room types, rate codes, and special requests
• Maintain accuracy in guest profiles and loyalty program enrollment (IHG One Rewards)

• Process payments, authorizations, and settlements accurately
• Balance cash drawer and complete shift audit responsibilities
• Ensure folios are accurate and free of discrepancies
• Understand and follow billing procedures, including direct billing and third-party reservations

• Communicate effectively with housekeeping, maintenance, and management teams
• Provide accurate room status updates and coordinate early arrivals/late departures
• Log and track guest requests and issues using systems such as Quore
• Ensure proper shift pass-on communication through logs and reports

• Assist with market/shop sales and inventory tracking as applicable
• Support breakfast or lobby upkeep when needed (Holiday Inn standards)
• Maintain cleanliness and organization of the front desk and lobby areas
• Follow all brand standards and property procedures

• Follow all hotel safety and security procedures
• Handle emergency situations calmly and in accordance with hotel protocol
• Protect guest privacy and ensure confidentiality of information

• Previous hotel front desk or customer service experience preferred
• Strong communication and problem-solving skills
• Comfortable working with computers and hotel systems
• Ability to multitask and remain composed in a fast-paced environment
• Reliable attendance and flexibility to work various shifts, including nights, weekends, and holidays

• Ability to stand for extended periods
• Light lifting (up to 20 lbs) as needed
• Frequent use of computer systems and phone

• Front desk/lobby setting with high guest interaction
• Fast-paced environment requiring attention to detail and multitasking
• Position may support both Holiday Inn and Candlewood Suites operations as needed

• Deliver consistent, high-quality guest service aligned with brand standards
• Maintain accuracy in reservations, billing, and reporting
• Contribute to improved guest satisfaction scores (GSS/OSAT)
• Demonstrate accountability in shift responsibilities and communication

• Opportunity to grow within a dual-brand IHG operation
• Supportive leadership and team-focused culture
• Hands-on experience in hotel operations and guest engagement