Guest Experience Front Desk Lead — Flexible Schedule

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

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.