Front Desk Guest Experience Specialist

Main & Vine; Lexington (KY); On-site; USD 24,000 - 32,000; Full time

Job summary

Main & Vine, located in Versailles, Kentucky, seeks a Front Desk Agent for the Holiday Inn Express. The role focuses on guest check-in/check-out, registration, mail and message handling, and precise daily accounting in a hospitality setting.

The agent will deliver high service levels, answer inquiries, manage room assignments, and coordinate with other departments to ensure guest satisfaction, while upholding hotel policies and procedures.

Qualifications

• High school diploma or equivalent; and six months to one-year related experience and/or training.
• Ability to read, analyze, and interpret procedure manuals.
• Ability to solve practical problems and to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must be accountable for balancing the daily shift bank and maintain organization and demonstrate quality service.
• Regularly required to stand, walk, and communicate.

Responsibilities

• Consistently provide high level of customer service
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests
• Check in and out hotel guests in a confident, professional and friendly manner
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information
• Complete all items on appropriate checklist by end of shift
• Follow established key control policy
• Ensure proper credit policies are followed and verify credit limit report
• Submit all lost & found articles accompanied by a completed lost & found report
• Knowledgeable of immediate area, services, attractions, and events and assist with Concierge services
• Knowledgeable of fire and emergency procedures
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty
• Monitor room availability throughout the day
• Review daily the selling status of the hotel using yield management system
• Performs all other duties as directed by immediate supervisor
• Contact with other departments to ensure that hotel services are coordinated to provide the best in guest satisfaction

Education

High School Diploma or equivalent

Job description

Main & Vine, located in Versailles, Kentucky, seeks a Front Desk Agent for the Holiday Inn Express. The role focuses on guest check-in/check-out, registration, mail and message handling, and precise daily accounting in a hospitality setting.

The agent will deliver high service levels, answer inquiries, manage room assignments, and coordinate with other departments to ensure guest satisfaction, while upholding hotel policies and procedures.