Front Desk Agent

crestline-external; Lexington (KY); On-site; USD 30,000 - 40,000; Full time

Job summary

Crestline Hotels & Resorts is looking for a Front Desk Agent at the Residence Inn Lexington South/Hamburg Place. In this role, you will create unforgettable guest experiences as the first point of contact, ensuring warmth and professionalism.

Your responsibilities include assisting guests with check-in and check-out, resolving complaints, and maintaining complete knowledge of hotel services. A high school diploma and hotel experience are preferred.

Qualifications

• 1 year of experience in a similar hotel position.
• Basic computer skills are required.

Responsibilities

• Assist guests with check-in and check-out.
• Resolve guest complaints to ensure satisfaction.
• Communicate guest information to departments.
• Maintain knowledge of hotel features and services.

Skills

Guest relations

Complaint resolution

Telephone etiquette

Basic computer skills

Education

High School Graduate or GED

Job description

Are you passionate about creating unforgettable guest experiences?

If so, we have a position for you as our Front Desk Agent at Residence Inn Lexington South/Hamburg Place.

In this role, you will be the first point of contact for our guests, setting the tone for their stay with warmth, professionalism, and efficiency.

Overview:

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths:

Front Desk Supervisor – Front Desk Manager – Front Office Manager - Operations Manager-Assistant General Manager – General Manager –Area Vice President of Operations

Key Duties & Responsibilities:

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education and Experience:

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.