Job Description: Front Desk Agent
Property: Holiday Inn Sydney-Waterfront
Location: Sydney, Nova Scotia
Department: Front Office
Reports To: Front Office Manager / General Manager
Position Summary
The Front Desk Agent is the first and last point of contact for our guests and plays a key role in delivering the welcoming, professional, and memorable experience expected at the Holiday Inn Sydney Waterfront. This position operates within a unionized workplace and is governed by the applicable Collective Agreement and Nova Scotia Labour Standards Code. The Front Desk Agent is responsible for providing exceptional guest service, handling reservations and check-ins/outs, resolving guest concerns, and supporting hotel operations in accordance with IHG brand standards, company policies, and union provisions.
Key Responsibilities
All duties are performed in accordance with the Collective Agreement, hotel policies, and the Nova Scotia Labour Standards Code.
Guest Services
- Greet all guests warmly, professionally, and in a courteous manner
- Complete guest check-ins and check-outs accurately and efficiently
- Anticipate guest needs and provide information about hotel services, amenities, and local attractions
- Handle guest inquiries, concerns, and complaints promptly, escalating issues when required
- Ensure guest satisfaction and promote a positive guest experience at all times
Front Desk Operations
- Process reservations, cancellations, and modifications using the property management system (PMS)
- Maintain accurate guest accounts, including posting charges and processing payments
- Balance cash, credit card, and other transactions at the end of each shift
- Answer and direct incoming calls in a professional manner
- Maintain accurate records and complete daily reports as required
Brand & Standards Compliance
- Adhere to IHG brand standards, service culture, and operational procedures
- Ensure compliance with hotel policies, safety standards, and confidentiality requirements
- Uphold professional appearance and grooming standards
Communication & Teamwork
- Communicate effectively with housekeeping, maintenance, food & beverage, and management teams
- Share relevant guest information to ensure smooth operations and service continuity
- Support colleagues during peak periods and contribute to a positive team environment
Health, Safety & Security
- Follow all workplace health and safety policies
- Assist with emergency procedures when required
- Protect guest privacy and confidentiality at all times
Qualifications & Skills Required
- Previous customer service experience (hospitality experience considered an asset)
- Strong communication and interpersonal skills
- Ability to remain calm and professional in a fast-paced, unionized environment
- Basic computer skills and ability to learn hotel systems
- Flexible availability in accordance with scheduling provisions of the Collective Agreement
- Ability to stand for extended periods and perform light physical tasks
Preferred
- Previous hotel front desk or reservations experience in a unionized setting
- Familiarity with hotel property management systems (e.g., Opera)
- Cash handling and reconciliation experience
- Knowledge of the Sydney, NS area and local attractions
Core Competencies
- Customer-focused mindset
- Attention to detail and accuracy
- Problem-solving and decision-making skills
- Reliability and punctuality
- Professionalism and discretion
Working Conditions
- Shift-based role including days, evenings, weekends, and holidays, scheduled in accordance with the Collective Agreement
- Hours of work, overtime, breaks, and rest periods are governed by the Nova Scotia Labour Standards Code and the Collective Agreement
- Indoor, guest-facing environment
- Moderate physical demands including standing, walking, and light lifting
Union & Labour Standards Compliance
- Employment terms and conditions, including wages, hours of work, overtime, seniority, scheduling, leaves, discipline, and grievance procedures, are governed by the applicable Collective Agreement.
Equal Opportunity Statement
Holiday Inn Sydney Waterfront is an equal opportunity employer. We are committed to providing an inclusive and respectful workplace and welcome applications from all qualified individuals.
Job Types: Full-time, Part-time
Pay: From $18.00 per hour
Work Location: In person
