Front Desk Agent

Highgate Hotels • Louisville, KY

6d • Onsite

About The Position

The Front Desk Agent is responsible for providing attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role is based at Hampton Inn Louisville Downtown in Louisville, Kentucky.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• Customer service experience preferred.
• Must communicate effectively, verbally and in writing, with employees and guests at all levels.
• Must listen to, understand, and clarify concerns raised by employees and guests.
• Must multitask and prioritize departmental functions to meet deadlines.
• Must be able to understand and apply complex information and data from various sources.
• Must be able to anticipate, prevent, identify, and solve problems.
• Must maintain confidentiality of information and show initiative in anticipating guest or operational needs.
• Must comply with hotel standards and regulations for safe and efficient operations.

Nice To Haves

• College coursework in a related field.
• Experience in a hotel or related field.
• Customer service experience.

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other local matters.
• Follow cash-handling and credit policies.
• Know hotel rates, packages, special promotions, in-house groups, and closed or restricted dates.
• Collect necessary information when taking room reservations and follow the rate-quoting process.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with employees.
• Operate the relevant aspects of the Front Desk computer system.
• Complete shift-checklist tasks and duties accurately and on time.
• Complete bucket checks, room-rate verification reports, and housekeeping reports.
• Balance and prepare individual paperwork for shift closing according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area and assist guests with safe deposit boxes.
• Know emergency procedures and assist as needed.
• Maintain regular attendance, appropriate grooming, and a warm, friendly demeanor.
• Maximize productivity, identify problem areas, assist with solutions, and handle operational or guest problems.
• Cross-train in other hotel-related areas and maintain confidentiality.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED