Guest Service Agent

Commonwealth Hotels; Newport (KY); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a leading hospitality team at Homewood Suites Newport, Kentucky as a Hotel Guest Service Agent. This role offers a dynamic work environment where you will ensure exceptional guest experiences. With comprehensive benefits and opportunities for professional growth, you will play a key role in delivering outstanding service. Ideal candidates will have strong communication skills and previous customer-facing experience. Join us in shaping the future of hospitality in Newport!

Benefits

Medical, Dental and Vision

401(k) with company match

SAME DAY PAY

Vacation and Personal Days

Exclusive Discounts

Online training courses

Qualifications

• Previous experience in customer-facing roles.
• Strong interpersonal skills and focus on service.
• Experience handling guest complaints.

Responsibilities

• Assisting guests with check-in and check-out.
• Handling room reservations and cancellations.
• Responding to guest inquiries and complaints.

Skills

Customer Service

Communication

Problem-Solving

Education

High School Diploma

Tools

Property Management Systems (PMS)

Job description

Join Our Team at the Homewood Suites Newport, Kentucky! The Newly Opened Homewood Suites Newport, Kentucky is seeking a Hotel Guest Service Agent, Front Desk Clerk or 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, Front Desk 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 and Commonwealth University
Additional Support:Employee Assistance Program, jury duty leave, holidays, 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 include:

• 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.
• Knowledge of upselling techniques or prior experience in sales is beneficial, as many hotels encourage promoting upgrades or additional services.
• 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 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/luknchw-homewood-suites-newport-cincinnati/

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! Apply today!