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Guest Services Representative

2 months ago

Louisville, Kentucky, United States Embassy Suites Louisville East Full time

The Embassy Suites Louisville East is in search of a dedicated Front Desk Agent who is committed to providing outstanding customer service and ensuring guest satisfaction. This position primarily involves evening shifts and previous experience with Hilton OnQ is advantageous but not required.

Core Responsibilities
  • Greet guests with a warm and friendly attitude, engaging in conversations to ascertain their needs and preferences while offering information about hotel amenities and nearby attractions.
  • Manage the check-in process efficiently, utilizing a sophisticated computer system to enter and retrieve guest information.
  • Verify essential details such as guest count, duration of stay, and room rates, ensuring appropriate room assignments.
  • Distribute electronic keys, confirm room specifics visually, and provide guests with comprehensive welcome packages.
  • Process credit card authorizations electronically, handle cash transactions, and maintain an accurate house bank.
  • Oversee check-out procedures and ensure timely settlement of guest accounts.
  • Respond to telephone inquiries promptly and courteously, taking accurate messages and relaying information to guests as needed.
  • Address guest concerns with professionalism, thoroughly investigating issues and offering suitable resolutions.
  • Maintain composure and attentiveness, particularly in high-pressure situations and during peak hotel activity.