Guest Service Agent

Commonwealth Hotels; Newport (KY); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) with company match

Same day pay

Flexible spending accounts

Paid vacation

Personal days

Holiday pay

Guest discounts

Online training

Employee Assistance Program

Jury duty leave

Bereavement leave

Job summary

Commonwealth Hotels in Newport, KY is seeking a Hotel Guest Service Agent to warmly welcome guests, manage check-in and check-out, and handle reservations at Homewood Suites Newport Cincinnati. You will deliver exceptional service in a fast-paced front desk environment near the airport, coordinate with housekeeping and maintenance, and upsell hotel services to enhance guest experience.

Ideal candidates have strong communication, prior customer-facing experience, basic PMS familiarity, and a high

Qualifications

• Previous experience in customer-facing roles is preferred.
• Strong interpersonal and communication skills are essential.
• Familiarity with reservation or property management systems (PMS) is a plus.

Responsibilities

• Check-in and check-out guests efficiently and warmly.
• Manage reservations, cancellations, and modifications accurately.
• Respond to guest inquiries and special requests with professionalism.

Skills

Customer service

Interpersonal skills

Communication

Multi-tasking

Teamwork

Education

High school diploma or equivalent

Tools

PMS software

Job description

Join Our Team at the Homewood Suites by HIlton Newport, Kentucky!

The Homewood Suites by Hilton Newport, Kentucky, is seeking a Hotel Guest Service Agent, Hotel Front Desk Clerk or Hotel Front Office Agent.

About Us:

Located in the heart of Newport, our flagship Homewood Suites by Hilton offers a vibrant work environment with upscale amenities that set us apart. Our hotel features a stunning rooftop bar with breathtaking views of the Cincinnati skyline, a plaza-level restaurant and bar, and exclusive access to the Ovation community. As part of our team, you’ll be at the forefront of delivering exceptional service in a dynamic setting that includes a fitness center, on-site laundry facilities, and more. If you are passionate about hospitality and want to be part of a team that values your contributions, join our team at Homewood Suites Newport Cincinnati.

Why This Role?

Working as a Hotel Guest Service Agent, Hotel Front Desk, Hotel Clerk or Front Desk Agent at the Homewood Suites Newport, KY offers a rewarding opportunity to be part of a dynamic hospitality team. The Hotel Guest Service Agent, Front Desk Clerk, or Front Desk Agent 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
• Additional Support:Employee Assistance Program, jury duty leave, holidays, bereavement leave, and more

Explore Our Hotel:

https://www.hilton.com/en/hotels/luknchw-homewood-suites-newport-cincinnati/

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

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service.
• 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.
• Familiarity with front desk operations, check-in/check-out procedures, or reservation systems is a plus.
• A high school diploma or equivalent
• Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.

Applicants should have the 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.

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 Newport, Kentucky, and Cincinnati, Ohio!