Front Desk Agent

Wyndham Hotels & Resorts; Louisville (KY); On-site; USD 10,000 - 60,000; Full time

Job summary

A leading company in hospitality is seeking a Front Office Agent at their location in Louisville, KY. This role involves delivering exceptional customer service during guest check-in and throughout their stay. Applicants are expected to have a high school diploma and experience in the hospitality field is preferred. The ideal candidate will possess excellent communication skills and a friendly demeanor to enhance the guest experience.

Qualifications

• Experience in a hotel or related field preferred.
• Effective verbal and written communication skills.
• Ability to multitask and prioritize tasks.

Responsibilities

• Provide attentive, courteous, and efficient service to guests.
• Handle check-ins and checkouts.
• Maintain and promote guest programs.

Skills

Customer service

Communication

Multitasking

Problem-solving

Education

High School diploma or equivalent

College coursework in a related field

Tools

Front Desk computer system

Job description

Compensation Type: Hourly

About Highgate Hotels

Highgate is a premier real estate investment and hospitality management company, widely recognized as an industry innovator. It is a dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco, and Honolulu, with a growing presence in Europe, Latin America, and the Caribbean. The company's global property portfolio exceeds $20 billion in assets and generates over $5 billion in revenue. Highgate offers expert guidance throughout all stages of the hospitality property cycle, from planning and development to recapitalization or sale. The company also develops bespoke hotel brands and uses industry-leading revenue management tools to optimize performance and asset value. Led by experienced hotel management professionals, Highgate is a trusted partner for top ownership groups and major hotel brands, with offices in London, New York, Dallas, and Seattle.

Location

Hampton Inn Louisville Downtown

101 E Jefferson St, Louisville, KY 40202

Overview

The Front Office Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

1. Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
2. Follow all cash handling and credit policies.
3. Be aware of all rates, packages, and special promotions as listed in the Red Book.
4. Be familiar with all in-house groups.
5. Be aware of closed out and restricted dates.
6. Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
7. Be familiar with hospitality terminology.
8. Have knowledge of emergency procedures and assist as needed.
9. Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
10. Use proper two-way radio etiquette at all times when communicating with other employees.
11. Fully comprehend and operate all relevant aspects of the Front Desk computer system.
12. Perform all tasks on the shift checklist in a timely manner.
13. Complete a bucket check, room rate verification report, and housekeeping report.
14. Balance and prepare paperwork for shift closure according to hotel standards.
15. Maintain and promote promotions and guest programs.
16. Keep a clean work area.
17. Assist guests with safe deposit boxes.

Qualifications

1. College coursework in a related field is helpful.
2. Experience in a hotel or related field preferred.
3. High School diploma or equivalent required.
4. Computer experience required.
5. Customer service experience preferred.
6. Maintain a warm and friendly demeanor at all times.
7. Effective verbal and written communication skills with all staff and guests.
8. Ability to multitask and prioritize tasks to meet deadlines.
9. Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
10. Comply with hotel standards and regulations for safe and efficient operations.
11. Identify problem areas and assist in implementing solutions.
12. Handle problems proactively, including anticipating and solving issues.
13. Understand and apply complex information from various sources.
14. Cross-train in other hotel-related areas.
15. Maintain confidentiality of information.
16. Show initiative by anticipating guest and operational needs.
17. Perform other duties as assigned by management.