Front Desk Agent

Hilton Garden Inn Cincinnati/West Chester•West Chester Township, OH

11d

About The Position

The Front Desk Agent provides exceptional service to hotel guests throughout their stay. The role focuses on welcoming guests, ensuring smooth check-ins and check-outs, and responding to guest inquiries and concerns in a friendly and efficient manner. The position is scheduled for 1–3 shifts per week from 7 a.m. to 3 p.m. The pay range is $14.00–$16.00, based on experience and qualifications. The agent supports front desk and guest services, including reservations, payments, transportation assistance, guest requests, and hotel information. The role also requires following company procedures and security policies, protecting guest confidentiality, maintaining a professional appearance, and contributing to a cooperative team environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

High school diploma or equivalent.
Prior experience in a customer service role is preferred.
Strong verbal and written communication skills.
Basic computer skills.
Knowledge of the hotel, its services, and the surrounding area.
Ability to stand for extended periods, up to 8 hours.
Ability to lift up to 15 lbs on occasion.
Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.

Nice To Haves

Prior experience in a customer service role.

Responsibilities

Greet and welcome guests, creating a warm and positive first impression.
Register guests in the hotel system and verify reservation, address, and payment details.
Promote and enroll guests in the hotel loyalty program and recognize members and their benefits.
Process check-in and check-out payments, manage a house bank, and accurately report daily receipts.
Assist with guest service requests, including issuing keys, managing safety deposit boxes, and posting miscellaneous charges.
Respond to guest complaints, provide solutions, and escalate issues when needed.
Answer telephone calls courteously and provide accurate information and service.
Handle reservations efficiently and accurately.
Assist with hotel shuttle or transportation services in a timely and courteous manner.
Assist guests with luggage upon arrival and departure.
Provide helpful information about the local area, hotel services, and amenities.
Manage requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
Be aware of and prepare for incoming VIP guests.
Follow company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
Maintain a positive and cooperative attitude, communicate effectively with coworkers, and contribute to a supportive work environment.
Handle and account for keys properly.
Follow emergency procedures and security policies, including protecting the confidentiality of guest room numbers.
Promote hotel amenities and upgrades to enhance guest experience and increase revenue.
Maintain a neat, clean, and well-groomed appearance in accordance with company standards.