Front Desk Agent

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

12d•$14 - $16

About The Position

The Front Desk Agent provides exceptional service to hotel guests throughout their stay. The role focuses on welcoming guests, facilitating smooth check-ins and check-outs, and responding to guest questions and issues in a friendly and efficient manner. The agent also supports guest requests, hotel transportation, reservations, payments, and the promotion of hotel services and amenities. The position is scheduled for 1–3 shifts per week, from 7 a.m. to 3 p.m., with flexibility to work other schedules, including nights, weekends, and holidays, as business needs require. The agent must maintain a neat, clean, and well-groomed appearance, follow company procedures, and contribute to a positive, cooperative team environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

High school diploma or equivalent.
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 pounds occasionally.
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 is preferred.

Responsibilities

Greet and welcome guests, register them in the hotel system, and verify reservation, address, and payment information.
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, handling safety deposit boxes, and posting miscellaneous charges.
Respond to guest complaints, provide solutions, and escalate issues when needed.
Answer telephone calls courteously, provide accurate information, and handle reservations efficiently and accurately.
Assist with hotel shuttle or transportation services.
Help 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.
Prepare for incoming VIP guests.
Follow company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
Maintain a positive, cooperative attitude and communicate effectively with coworkers.
Handle and account for keys properly.
Follow emergency procedures and security policies, and protect the confidentiality of guest room numbers.
Promote hotel amenities and upgrades to enhance guest experiences and increase revenue.
Maintain a neat, clean, and well-groomed appearance in accordance with company standards.