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Guest Services/Front Desk Agent

Hilton Lexington Downtown

This is a Full-time position in Lexington, KY posted November 24, 2021.

Department: Front Office Reports to: Front Office Manager

Position: Front Desk Agent Status: Non-Exempt

Position Summary: The main functions of the Front Desk Agent are to check guests into and out of the hotel, and operate the switchboard to ensure efficient communication within, to, and from the hotel.

The Front Desk Agent must maintain a welcoming attitude and welcome all service questions and requests.

He or she is also responsible for safeguarding both the hotel’s guests and its assets by following all established safety and security policies and procedures

Accountabilities: The Front Desk Agent is directly responsible for the prompt, efficient, and courteous check in and check out of guests, collecting monies for services rendered during a guest stay, routing all calls appropriately and politely, taking messages accurately, handling fax transmissions appropriately, and for meeting many other guest needs during their stay.

Qualification Standards

Education & Experience:
Experience in a hotel or a related field preferred
High School diploma or equivalent required
College course work in related field helpful
Previous customer service experience strongly preferred
Tools & Equipment:
Computer, Credit Card Authorization machine, projector, copier, scanner, other office equipment, telephone, two way radio
Ability to work in Excel, Word and various other software programs
Work Environment:
Under variable temperature conditions
Under variable noise levels
Around dust and or mite hazards
Physical Requirements:
Long hours sometimes required
Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
Ability to work under variable temperatures and noise levels
Near Vision
– The ability to see details at close range
Ability to bend, stretch, twist or reach with your body and arms
Must be able to stand and/or walk for lengthy periods of time
Mental Requirements:
Oral and Written Comprehension and Expression
– Must be able to convey & understand information and ideas in English
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
Must have the ability to assimilate complex information, data, etc.

from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
Mathematical Reasoning
– Must be able to work with and understand financial information and data, and basic arithmetic functions
Multi-lingual skills helpful
Duties & Functions

Approach all encounters with guests and employees in a friendly, service oriented manner
Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel
Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working
Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations
Positively interact with hotel guests
Check guests into or out of the hotel
Confirm credit and payment method at check in
Confirm full payment at check out
Log all requests and confirm completion
Direct guests to daily functions within the hotel
Prepare express checkouts to be mailed daily (day shift)
Review PMS inventory and house count for availability and rates
Book reservations for day of arrival or future stays
Balance and prepare individual paperwork for closing shift
Balance bank daily
Maintain and market special guest programs
Handle incoming/outgoing calls
Take and deliver messages
Be familiar with guest privacy
Operate switchboard and 2-way radio
Provide information about hotel
Know emergency procedures
Perform bucket checks
Know VIP procedures
Run copies and charge guests as needed
Send faxes and charge as needed
Run daily arrival report and mark registration cards for special requests
Review changes in Policy and Procedure
Distribute faxes, packages, and mail to guest services for delivery, or inform guest of receipt
Stock and clean work space for next shift
Distribute billing reports to hotel outlets
Prepare key check inventory
Block bus tours and notify Housekeeping
Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
Other duties as required
Participate in all departmental meetings
All New Castle employees are special safety and security agents and, whenever possible, are to report of correct and safety or security deficiencies.

They are to be constantly on the alert for any unsafe or unsecured areas which bay threaten the wellbeing of guest or fellow employees or the maintenance and security of the hotel property and react accordingly.

This hotel functions 7 days a week, 24 hours a day.

All employees must realize that we schedule as business dictates.

I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed.

I accept responsibility for knowing the modifications and/ or changes in this job description.

I can perform the essential functions of this job as listed above, with or without reasonable accommodation.

Employee Name (Please Print) Supervisor Name (Please Print)

Employee Signature Date Supervisor Signature Date

Job Type: Full-time

Pay: From $13.50 per hour

Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance
8 hour shift
Day shift
Monday to Friday
Night shift
Weekend availability
COVID-19 considerations:
Non-vaccinated associates must wear a mask.

High school or equivalent (Preferred)
Hotel experience: 1 year (Preferred)
Work Location: One location