Guest Service Agent

Commonwealth Hotels; Louisville (KY); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401(k) with company match

Same day pay

Flexible spending accounts

Vacation & personal days

Job summary

Commonwealth Hotels is hiring for a Hotel Guest Service Agent at the Tru by Hilton Louisville Airport. You will greet guests, manage check-ins/outs, handle reservations, and answer inquiries with a focus on exceptional service.

The role involves coordinating with housekeeping, upselling hotel amenities, and maintaining accurate guest records. A high school diploma is required, with weekend/holiday flexibility encouraged.

Qualifications

• Previous experience in customer-facing roles (hospitality, retail, or food service).
• Familiarity with reservation or property management systems (PMS).
• Strong verbal and written communication skills.
• Experience handling guest complaints calmly and effectively.

Responsibilities

• Check-in and check-out processing for guests.
• Manage reservations, cancellations, and modifications accurately.
• Respond to guest inquiries and special requests to exceed expectations.
• Handle payments and deposits per hotel policies.
• Coordinate with housekeeping and maintenance to address guest needs.
• Provide information on hotel services, amenities, and local attractions.
• Resolve guest concerns and escalate issues when needed.
• Maintain accurate records of guest stays and transactions in the PMS.
• Promote hotel services and amenities to enhance the guest experience.
• Follow safety and security protocols and verify guest identities.

Skills

Customer service

Interpersonal skills

Communication (verbal & written)

Multitasking

Upselling

Education

High school diploma or equivalent

Tools

Reservation/PMS systems

Job description

Join Our Team at the Tru by Hilton, Louisville, Kentucky!

The Tru by Hilton Louisville Airport is seeking a Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent.

About Us:

Working at the Tru by Hilton Louisville Airport offers numerous benefits, including professional growth within the globally recognized Marriott brand, access to comprehensive training, and career development opportunities. Tru Louisville Airport offers a vibrant, convenient stay near Kentucky Kingdom amusement park and the Kentucky Fair and Expo Center. The hotel promotes a lively and welcoming environment for guests and staff, encouraging new hires to bring enthusiasm and fresh ideas. It is an ideal place for those looking to advance their hospitality careers in an energetic setting.

Why This Role?

Working as a Hotel Guest Service Agent, Front Desk Agent, or Front Desk Clerk at the Tru by Hilton Louisville Airport offers a rewarding opportunity to be part of a dynamic hospitality team. The Hotel Guest Service Agent, Front Desk Agent, or Front Desk Clerk role 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
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.

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), is usually required. The hotel may provide training on specific systems.
• 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.
• Knowledge of upselling techniques or prior experience in sales is beneficial, as many hotels encourage promoting upgrades or additional services. Hospitality or Front Desk Experience (Preferred): While entry-level roles may not require prior hotel experience, familiarity with front desk operations, check-in/check-out procedures, or reservation systems is a plus.
• A high school diploma or equivalent

Applicants should have flexibility to work weekends & holidays.

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/sdflaru-tru-louisville-airport/

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