Front Desk Agent

Commonwealth Hotels; Newport (KY); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Same Day Pay

Flexible spending accounts

Vacation and holiday pay

Employee discounts

Job summary

Commonwealth Hotels is hiring a Hotel Guest Service Agent at Homewood Suites by Hilton in Newport, KY. You will check guests in/out, manage reservations, and assist with inquiries in a fast-paced environment near the Cincinnati skyline.

The role emphasizes customer service, professional communication, and knowledge of local attractions, with opportunities for growth and exclusive employee discounts across hotel services.

Qualifications

• Previous experience in customer-facing roles such as hospitality, retail, or food service.
• Strong interpersonal, verbal and written communication skills.

Responsibilities

• Assist guests with check-in and check-out processes.
• Manage room reservations, cancellations, and modifications.
• Provide information about hotel services and local attractions.
• Process payments and handle deposits per hotel policies.
• Coordinate with housekeeping and maintenance to address guest needs.
• Upsell hotel amenities and promote on-site services.

Skills

Customer service

Communication

PMS systems

Multi-tasking

Education

High school diploma

Tools

PMS software

Job description

Join Our Team at the Homewood Suites by HIlton Newport, Kentucky!

The Homewood Suites by Hilton Newport, Kentucky, is seeking a Hotel Guest Service Agent, Hotel Front Desk Clerk or Hotel Front Office Agent.

About Us:

Located in the heart of Newport, our flagship Homewood Suites by Hilton offers a vibrant work environment with upscale amenities that set us apart. Our hotel features a stunning rooftop bar with breathtaking views of the Cincinnati skyline, a plaza-level restaurant and bar, and exclusive access to the Ovation community. As part of our team, you’ll be at the forefront of delivering exceptional service in a dynamic setting that includes a fitness center, on-site laundry facilities, and more. If you are passionate about hospitality and want to be part of a team that values your contributions, join our team at Homewood Suites by Hilton Newport Cincinnati.

Why This Role?

Working as a Hotel Guest Service Agent, Hotel Front Desk, Hotel Clerk or Front Desk Agent at the Homewood Suites by HIlton Newport, KY offers a rewarding opportunity to be part of a dynamic hospitality team. The Hotel Guest Service Agent, Front Desk Clerk, or Front Desk Agent allows you to be at the forefront of delivering exceptional service, ensuring guests have a seamless and enjoyable experience from check-in to check-out. With the hotel’s convenient location near the airport, you will interact with a diverse range of travelers, from business professionals to vacationing families, providing a chance to build strong communication and problem-solving skills.

What’s In It for You?

• Comprehensive Benefits: Medical, Dental, and Vision
• Financial Perks: 401(k) with company match, SAME DAY PAY, and flexible spending accounts
• Time Off: Vacation, Personal Days, and Holiday Pay
• Exclusive Discounts: Hotel, food, and beverage savings for personal travel
• Professional Growth: Online training courses
• Additional Support: Employee Assistance Program, jury duty leave, holidays, bereavement leave, and more

Key Responsibilities for the Hotel Guest Service Agent, Hotel Front Desk Clerk or Hotel Front Office Agent

• Guest Check-In and Check-Out: Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Reservations Management: Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Payment Processing: Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Communication Hub: Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Providing Information: Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Problem-Solving: Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintaining Records: Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Promoting Hotel Services: Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.

What We are Looking for in a Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Office Agent

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service.
• Strong interpersonal skills and a focus on delivering exceptional service are essential.
• Familiarity with using computers and software systems, especially reservation or property management systems (PMS)
• Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner is an asset.
• Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the demands of the job.
• Familiarity with front desk operations, check-in/check-out procedures, or reservation systems is a plus.

A high school diploma or equivalent.

Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.

Applicants should have the flexibility to work weekends & holidays.

Why Commonwealth Hotels?

Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for our exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results.

Explore Our Hotel:

https://www.hilton.com/en/hotels/luknchw-homewood-suites-newport-cincinnati/

At Commonwealth Hotels, we value diversity and are proud to be an Equal Opportunity Employer. Employment decisions are based on qualifications, merits, and business needs.

Join us in shaping the future of hospitality in Newport, Kentucky, and Cincinnati, Ohio!