Guest Service Agent

Commonwealth Hotels; Florence (KY); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401(k) with company match

SAME DAY PAY

Holiday pay

Employee discounts

Professional growth programs

Job summary

Commonwealth Hotels is seeking a Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent for the Hampton Inn Cincinnati Airport South in Florence, KY. You will greet guests, manage check-ins/outs, handle reservations, and coordinate with hotel departments to ensure a seamless guest experience.

We offer comprehensive benefits and opportunities for professional growth within a supportive team culture. Weekend and holiday flexibility is often required due to hospitality schedules.

Qualifications

• Previous experience in customer-facing roles is often required or preferred.
• Familiarity with computers and PMS is important for day-to-day operations.
• Strong verbal and written communication skills are necessary for guests and team members.
• Experience handling guest complaints or resolving conflicts is valued.
• Ability to manage multiple tasks, such as answering phones and handling reservations.
• Hospitality or Front Desk experience is preferred.
• A high school diploma or equivalent is required.

Responsibilities

• Guest Check-In and Check-Out: assist guests smoothly and warmly.
• Reservations Management: handle bookings, cancellations, and changes accurately.
• Customer Service: respond promptly to inquiries and special requests.
• Payment Processing: process room charges, deposits, and refunds with accuracy.
• Communication Hub: coordinate with housekeeping, maintenance, and other departments.
• Providing Information: share details on hotel services, local attractions, and transportation options.
• Maintaining Records: keep accurate guest stay and payment records in the PMS.
• Promoting Hotel Services: upsell rooms and hotel amenities to guests.
• Ensuring Security: follow safety protocols and verify guest identification.

Skills

Customer service

Interpersonal skills

Communication skills

Multitasking

Hospitality experience

Education

High school diploma or equivalent

Tools

PMS / Property Management System

Reservations software

Job description

Join Team at the Hampton Inn Cincinnati Airport South!

Hampton Inn Cincinnati South is seeking a Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent.

About Us:

Hampton Inn Cincinnati Airport South is home to the most experienced staff in the region, where hard work meets a fun and vibrant culture. We pride ourselves on creating a positive environment where our team enjoys making our guests happy every day. This dedication to excellence earned us the 2023 Commonwealth Hotels 'Hotel of the Year' award for Region 4. Conveniently located just off I-71/75, we’re close to shopping, dining, and St. Elizabeth Florence Hospital. Plus, with a free five-mile shuttle to Cincinnati/Northern Kentucky International Airport and downtown Cincinnati just 11 miles away, our location makes it easy for both guests and employees to enjoy the best the area has to offer. If you are looking to join a team that values experience, fosters a fun and supportive work environment, and is committed to excellence, we would love to have you on board.

Why This Role?

Working as a Hotel Guest Service Agent, Front Desk Agent or Front Desk Clerk offers a rewarding opportunity to be part of a dynamic hospitality team. The Hotel Guest Service Agent, Front Desk Agent, or Front Desk Clerk allows you to be at the forefront of delivering exceptional service, ensuring guests have a seamless and enjoyable experience from check-in to check-out. With the hotel’s convenient location near the airport, you will interact with a diverse range of travelers, from business professionals to vacationing families, providing a chance to build strong communication and problem-solving skills.

What’s In It for You?

• Comprehensive Benefits: Medical, Dental and Vision
• Financial Perks: 401(k) with company match, SAME DAY PAY, and flexible spending accounts
• Time Off: Vacation, Personal Days, and Holiday pay
• Exclusive Discounts: Hotel, food, and beverage savings for personal travel
• Professional Growth: Online training courses and Commonwealth University
• Additional Support: Employee Assistance Program, jury duty leave, bereavement leave, and more

Key Responsibilities for the Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent include:

• Guest Check-In and Check-Out: Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Reservations Management: Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Payment Processing: Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Communication Hub: Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Providing Information: Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Problem-Solving: Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintaining Records: Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Promoting Hotel Services: Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.

Applicants should have flexibility to work weekends & holidays

What We Are Looking for in a Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent:

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is often required or preferred. Strong interpersonal skills and a focus on delivering exceptional service are essential.
• Familiarity with using computers and software systems, especially reservation or property management systems (PMS)
• Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner is an asset.
• Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the demands of the job.
• Hospitality or Front Desk Experience (Preferred)
• A high school diploma or equivalent

Why Commonwealth Hotels?

Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for our exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results.

Explore Our Hotel:

https://www.hilton.com/en/hotels/cvgsfhx-hampton-cincinnati-airport-south/

At Commonwealth Hotels, we value diversity and are proud to be an Equal Opportunity Employer. Employment decisions are based on qualifications, merits, and business needs.

Join us in shaping the future of hospitality in Cincinnati Ohio or Florence, KY