Front Desk Agent

Embassy Suites Louisville Downtown; Louisville (KY); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

401(k) and 401(k) matching

Dental insurance

Health insurance

Paid time off

Job summary

Embassy Suites Louisville Downtown seeks a Front Desk Agent to provide excellent customer service and manage guest interactions effectively. You will handle check-ins and check-outs, address guest inquiries, and maintain guest relations to ensure satisfaction.

The ideal candidate has a high school diploma, 2 years of customer service experience, and strong communication skills. Benefits include flexible scheduling and health insurance.

Qualifications

• 2 years of customer service experience, preferably in the hospitality industry.
• Excellent oral and written communications skills.
• Basic computer and math skills.

Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room changes.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.

Skills

Customer Service

Communication

Computer Skills

Mathematical Skills

Telephone Etiquette

Education

High School Diploma or GED

Job description

Overview

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Embassy Suites properties provide guests with More Reasons to Stay, featuring open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Manager Receptions every evening. Embassy Suites bundled pricing ensures that guests receive value at a single price. Whether traveling for business, with family, with a group, or for leisure, guests return for award-winning, best-in-class customer service.

Embassy Suites is one of Hilton Worldwide’s ten market-leading brands. If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be the person we are looking for to work as a Team Member with Embassy Suites Louisville Downtown Hotels.

The company is currently hiring a Front Desk Agent.

Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room changes/late check-out requests
• Secure payment; activate/reissue room keys; document exceptions
• Verify and/or adjust billing for guests
• Clear departures in computer system
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, regardless of how busy it is
• Maintain positive guest relations at all times
• Coordinate with Housekeeping to track room status and guest concerns
• Run and check daily reports, contingency lists, and credit card authorization reports
• Provide guests with directions and information
• Answer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests' satisfaction
• Arrange transportation for guests/visitors
• Count and secure bank at beginning and end of shift
• Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change
• Accept and record wake-up call requests
• Communicate pertinent guest information to designated departments/personnel (e.g., special requests, amenity delivery)
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Resolve guest complaints, ensuring guest satisfaction
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette
• Promote positive guest relations to all individuals approaching the Front Desk
• All other duties as assigned

Qualifications

• High School Diploma or GED
• 2 years of customer service experience, preferably in the hospitality industry
• Basic computer and math skills
• Professional telephone etiquette and office skills
• Excellent oral and written communications skills

Benefits

• 401(k) and 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Work Location

In person