Front Desk Agent

The Roslyn, Tapestry Collection by Hilton; Northern (KY); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Employee discount

Flexible schedule

Paid time off

Referral program

Job summary

The Roslyn, Tapestry Collection by Hilton seeks a Front Desk Agent to warmly welcome guests and coordinate check-ins, ensuring a pleasant stay. You will assist with bookings, luggage, and provide personalized service, while maintaining Hilton standards and fostering memorable hospitality experiences.

Ideal candidates bring hospitality experience, strong communication, and the ability to resolve issues promptly, with flexible hours for a full-time role on-site at our Roslyn property.

Qualifications

• Proven work experience as a Front Desk Agent.
• Understanding of hotel management best practices and relevant laws.
• Hands-on experience with Hotel Management software (PMS).
• Proficiency in English; knowledge of other languages is a plus.
• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking skills.
• Leadership skills with the ability to motivate a team.
• Ability to work flexible hours.
• Strong sense of responsibility and a professional presentation.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay.
• Ensure clients are properly greeted upon their arrival.
• Monitor daily bookings and ensure rooms are prepared prior to check-in.
• Coordinate luggage collection and storage.
• Oversee check-in and check-out procedures, including reservations and financial transactions.
• Promptly address guests’ requests, like in-room dining.
• Listen to and resolve complaints.
• Provide personalized services for VIPs and special guests.
• Coordinate and manage communication between guests and staff and follow up to resolve concerns.
• Inform clients of hotel services, including breakfast and dining options.
• Promote all hotel amenities, conveniences and programs offered.
• Manage guest relations team to ensure standards and procedures.
• Appraise team performance and produce regular reports.
• Liaise with Housekeepers and Wait Staff for a smooth experience.
• Examine daily duties, assign tasks and check progress.
• Analyze customer feedback and suggest improvements.

Skills

Front Desk Agent

Customer service

Leadership

Multitasking

Communication skills

Active listening

Flexible hours

Professional presentation

English proficiency

Tools

PMS software

Job description

We are looking for a Front Desk Agent to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel. What is the role of a Front Desk Agent ? Front Desk Agent responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will make sure our front-desk staff, including Receptionists and Concierges, offer stellar customer service and provide memorable hospitality experiences for our guests. If you have previous hospitality experience and are familiar with hotel procedures, like bookings, luggage collection, storage and check-in/check-out processes, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like in-room dining
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
• Appraise team’s performance and produce regular reports
• Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients

Skills

• Proven work experience as a Front Desk Agent
• Understanding of all hotel management best practices and relevant laws
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation

Job Type: Full-time

Benefits:

• Employee discount
• Flexible schedule
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Experience:

• Hotel experience: 1 year (Preferred)

The Roslyn, Tapestry Collection by Hilton is a quaint boutique property nestled in the tree-line hills of Roslyn, NY. The property’s 76 guest rooms and suites provide luxurious comfort to all who come to stay. The Hotel focuses on personalized, impeccable service and creating memorable stays whether for business or leisure.
The Hotel boasts a new fine dining restaurant and bar, Atlas New World Bistro, a cozy Lobby Lounge with a fireplace, and over 4,000 sq. ft. of flexible banquet & meeting space with in-house catering and state-of-the-art audio-visual equipment. It’s also home to a supper club, Roslyn's Cellar, which hosts music artists, comedians, psychic mediums, celebrity meet & greets, and more!