Front Desk Clerk - Holiday Inn & Suites Durango Downtown

Front Desk Agent / Guest Services Agent

Start Your Journey with Midas Hospitality:

Midas Hospitality is seeking a friendly, professional, and service-oriented Front Desk Agent / Guest Services Agent to join our hotel team. This role is responsible for creating exceptional first and last impressions for our guests by delivering outstanding customer service through check-in, stay, and check-out experience.

The ideal candidate enjoys interacting with people, solving problems, and working in a fast-paced environment while maintaining a welcoming and professional atmosphere.

What You Will Be Doing:

As a Front Desk Agent, you will be the face of the hotel and play a key role in ensuring exceptional guest experience while supporting daily Front Office operations.

Responsibilities include:

• Welcome guests with a friendly and professional attitude while completing efficient check-in and check-out procedures.
• Process reservations, modifications, and cancellations according to hotel, brand, and company standards.
• Maintain knowledge of room types, rates, packages, promotions, and availability.
• Utilize suggestive selling techniques and participate in hotel programs to maximize room revenue and guest satisfaction.
• Accurately collect payments, post charges, process credit card transactions, and follow all cash handling procedures.
• Promote and enroll eligible guests into hotel loyalty and rewards programs.
• Respond to guest questions regarding hotel services, amenities, local attractions, dining options, and transportation.
• Resolve guest concerns and service challenges promptly while escalating issues when appropriate.
• Communicate effectively with housekeeping, maintenance, and other hotel departments to ensure guest needs are met.
• Maintain accurate front office records, shift reports, logs, and guest information.
• Complete daily Front Desk procedures including shift checklists, room status reviews, housekeeping communication, and report verification.
• Handle guest mail, packages, messages, and special requests according to hotel procedures.
• Maintain a clean, organized, and professional Front Desk and lobby area.
• Understand emergency procedures and assist during emergency situations as necessary.
• Follow all hotel safety policies, security procedures, and standard operating procedures.
• Complete additional assignments and projects as requested by hotel leadership.

What You Bring:

• Previous customer service, hospitality, hotel, retail, or related experience preferred but not required.
• High school diploma or equivalent preferred.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to provide exceptional guest service while maintaining professionalism in a fast-paced environment.
• Basic computer skills and ability to learn hotel Property Management Systems (PMS).
• Experience handling cash, credit card transactions, and maintaining accurate records preferred.
• Ability to prioritize tasks, multitask, and adapt to changing guest and business needs.
• Ability to work a flexible schedule including mornings, evenings, overnight shifts, weekends, and holidays.

Physical Requirements:

This position requires frequent standing, walking, reaching, bending, and repetitive use of hands throughout the workday. Candidates should be able to lift and move up to 25 pounds with or without reasonable accommodation. Work is performed primarily indoors within a hotel environment and may include moderate noise levels and occasional movement throughout the property.

What You Can Expect at Midas

We believe great hotels are built by great teams, and great teams are built through strong leadership, recognition, and a genuine investment in our people. At Midas, we are committed to creating an environment where our associates feel valued, supported, and empowered to succeed.

As part of our team, you can expect:

• A Team-Focused Environment: We believe in working together, supporting one another, and celebrating our successes as a team. Our leaders are intentional about building a strong, collaborative culture where everyone has a role in the hotel's success.

• Recognition & Appreciation: We believe good work should be recognized. From celebrating individual accomplishments to recognizing team milestones, we make an effort to show our associates that their contributions matter.

• Opportunities to Grow: We want our people to build careers, not just jobs. Leaders are encouraged to coach, develop, and create opportunities for associates who want to learn, take on additional responsibility, and grow within the Midas.

• Work-Life Balance: Hospitality can be demanding, but we believe our people deserve a healthy balance. We strive to lead with understanding, communicate openly, and build schedules and expectations that allow our associates to be successful both at work and outside of it.

• Leaders Who Lead by Example: Our leadership team isn't afraid to roll up their sleeves and work alongside the team. Whether that's helping during a busy breakfast, assisting with guest needs, jumping into housekeeping, or supporting the front desk, we believe leadership means being present and willing to help wherever needed.

We are building more than great hotels-we are building great teams and creating an environment where people can do their best work, grow their careers, and enjoy being part of the team.

About Midas Hospitality:

Founded in 2006, Midas Hospitality has grown into a leading hotel development and management company with more than 1,000 associates and a portfolio of 60+ hotels across 14 states. Through partnerships with Marriott, Hilton, and IHG, we are committed to delivering exceptional guest experiences while fostering a people-first culture built on growth, teamwork, and opportunity.

At Midas Hospitality, our associates are the heart of our success. We believe in creating an environment where team members can build rewarding careers, contribute meaningful work, and be recognized for their achievements.

Midas Hospitality is proud to be an Equal Opportunity Employer and maintains a drug-free workplace.