Front Desk Agent -PM Shift

Aldenberg Hotel; Frankfort (KY); On-site; USD 36,000 - 60,000; Full time

Job summary

The Aldenburg Hotel seeks an Ambassador to own the guest experience, ensuring no need goes unmet and no opportunity for a special touch is missed. You will be an exquisite host, guiding guests through arrivals, departures, and local experiences with a gracious demeanor.

You will demonstrate mastery of hotel systems, handle diverse guest requests, and collaborate across departments to deliver personalized, memorable stays while wearing multiple hats as needed.

Qualifications

• Passion for people, place, and culture of our community.
• Minimum of two (2) years of guest/customer service experience in luxury goods or services or equivalent education/experience.
• Professional proficiency of English in reading, writing and speaking.

Responsibilities

• Deliver exceptional hospitality across all guest interactions from arrival to departure.
• Manage all aspects of guest experience with accurate reservations and local experience recommendations.
• Accommodate special requests while upholding service standards and sound judgment.
• Act as a knowledgeable guide for hotel experiences and local attractions.
• Utilize hotel systems to input and retrieve guest information across channels.
• Ensure every detail is delivered and nothing is overlooked for a seamless stay.
• Wear multiple hats (bellman, valet, greeter) to meet guest needs as required.
• Maintain professionalism and discretion in all guest interactions.
• Apply service standards and proactively suggest improvements to leadership.
• Collaborate with departments to meet guest expectations and respond to feedback.

Skills

Guest-focused service

2+ years guest/customer service

English proficiency

Valid driver’s license

Excel

Word

Lifting up to 25 lbs

Bell cart handling up to 100 lbs

Flexible shifts

Tools

Microsoft Excel

Microsoft Word

Job description

THE ROLE

The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At Single Barrel Hospitality, the Ambassador owns the guest experience, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed. The ambassadors are exquisite hosts, just as comfortable arranging the details of a surprise proposal, as they are giving a hotel tour to a curious neighbor or maneuvering a bell cart. The Ambassador knows the ins and outs of both the hotel and the surrounding community, and with a gracious demeanor and warm presence makes every guest entering the lobby feel at ease, knowing that they have selected the right place. This position turns details and tidbits about guests into recognition and actions that make a stay at Single Barrel Hospitality a personal, one-of-a-kind experience.

WHAT YOU WILL DO

• Demonstrate passion and genuine care for all aspects of a guest’s experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
• Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
• Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes enabling you to add a personalized touch that creates a special memory
• Demonstrate mastery of the hotel’s systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
• You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
• Always prioritize the guest’s satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
• Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
• Demonstrate expert knowledge of the position’s service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Hotel Manager to improve upon the services offered to our guests
• Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
• Seize any opportunity to go beyond the expectations of the position to assist with a guest’s needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager

Single Barrel Hospitality does not discriminate based on disability, veteran status or on any other basis protected under federal, state or local laws. The hotel and company are a smoke-free, drug-free facility, and equal opportunity employer

WHAT YOU WILL NEED

• Passion for the people, place, and culture of our community
• Minimum of two (2) years of experience in guest/customer service for luxury goods or services; or comparable combination of education and experience
• Professional proficiency of the English language in reading, writing and verbal communication
• Valid driver’s license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles as needed
• Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
• Ability to lift up to 25 lbs. for handling guest luggage
• Ability to push a bell cart with guest luggage that may contain up to 100 lbs.
• Ability to work vary shifts, that may include days, nights, weekends and holidays

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the teammate is regularly required to see, talk, and hear. The teammate frequently is required to sit and use hands. The teammate is occasionally required to reach with hands and arms. The teammate must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the teammate is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually quiet.

While performing the duties of this job, the teammate is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually quiet.

Where Timeless Elegance Meets Contemporary Comfort

At The Aldenburg Hotel, we offer more than a stay. We deliver a refined experience shaped by thoughtful service, elevated design, and a deep sense of place. Our boutique property blends classic architecture with modern luxury, creating a setting where every detail is intentional and every guest feels genuinely cared for.

Why The Aldenburg?

• Distinctive Setting: Work in a beautifully curated space that balances historic character with contemporary sophistication.
• Personalized Hospitality: As a boutique hotel, every team member plays a meaningful role in shaping memorable guest experiences.
• Service with Intention: We believe great hospitality is intuitive, genuine, and rooted in human connection.
• Elevated Culture: Our team thrives on collaboration, creativity, and a shared commitment to excellence.

Who You Are

You bring a service-first mindset and a natural ability to connect with people. You notice the details others miss and take pride in creating moments that guests remember long after they leave. Whether you have a passion for hospitality, design, food and beverage, or local culture, you are ready to contribute to an experience that feels both polished and personal.

Equal Opportunity Employment

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the organizations comply with applicable state and local laws governing nondiscrimination in employment in every location in which it has operations. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and compensation.