Guest Experience Specialist - Front Desk

Workstream; Toledo (OH); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Employee discount

Flexible schedule

Paid time off

Referral program

Job summary

Renaissance Toledo Downtown Hotel in Toledo, OH seeks a Front Desk Agent to welcome guests and ensure a pleasant stay. You will greet arrivals, coordinate check-ins, inform guests about services, and collaborate with reception and concierge teams to deliver memorable hospitality.

The role requires strong communication, problem-solving and multitasking skills, with a focus on guest satisfaction, professionalism, and adherence to hotel procedures and standards.

Qualifications

• Proven work experience as a Front Desk Agent.
• Knowledge of hotel management best practices and applicable 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.

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

Front Desk Experience

English Proficiency

Customer Service

Problem Solving

Multitasking

Leadership

Flexible Hours

Professional Presentation

Tools

Hotel Management Software (PMS)

Job description

Renaissance Toledo Downtown Hotel in Toledo, OH seeks a Front Desk Agent to welcome guests and ensure a pleasant stay. You will greet arrivals, coordinate check-ins, inform guests about services, and collaborate with reception and concierge teams to deliver memorable hospitality.

The role requires strong communication, problem-solving and multitasking skills, with a focus on guest satisfaction, professionalism, and adherence to hotel procedures and standards.