Front Desk Guest Experience Specialist

Join Our Team at the Homewood Suites by HIlton Newport, Kentucky! 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 by Hilton 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 by HIlton 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. Benefits Medical, Dental, and Vision 401(k) with company match SAME DAY PAY Flexible spending accounts Vacation, Personal Days, and Holiday Pay Hotel, food, and beverage savings for personal travel Online training courses Employee Assistance Program, jury duty leave, holidays, bereavement leave, and more Key Responsibilities 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. Qualifications Previous experience in customer‑facing roles, such as in hospitality, retail, or food service. Strong interpersonal skills and a focus on delivering exceptional service. Familiarity with using computers and software systems, especially reservation or property management systems (PMS). Strong verbal and written communication skills. Experience handling guest complaints or resolving conflicts in a calm and effective manner. Experience managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously. Familiarity with front desk operations, check‑in/check‑out procedures, or reservation systems. High school diploma or equivalent. Experience with irregular hours (evening, weekend, or holiday shifts) and 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 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! #J-18808-Ljbffr