Front Desk Agent- 2nd Shift

Louisville, KY, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Day Shifts

Benefits

Health Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Professional development opportunities

Employee wellness programs

Job Description

21c Museum Hotels is a pioneering boutique hotel brand that uniquely blends the worlds of contemporary art and hospitality. As one of the first to combine a multi-venue contemporary art museum with a boutique hotel and chef-driven restaurant, 21c Museum Hotels offers an unparalleled guest experience that goes beyond traditional lodging. The brand is rooted in a commitment to community engagement, creative expression, and delivering exceptional service through art-inspired environments. This innovative approach creates a distinct and welcoming atmosphere where guests can immerse themselves in art while enjoying top-tier hospitality. 21c Museum Hotels prides itself on fostering a culture of saying "YES"—embracing opportunities to enhance every guest's stay through personal and meaningful interactions. Joining the 21c team means becoming part of a vibrant community that values creativity, hospitality excellence, and guest satisfaction.

The Front Desk Agent at 21c Museum Hotels serves as the vital first point of contact for guests, playing a crucial role in shaping their overall experience from arrival to departure. Reporting to the Front Desk Supervisor or Front Office Manager, this position is responsible for managing guest interactions including check-in and check-out procedures, providing detailed information about the hotel facilities, services, and local attractions, and handling reservations with accuracy and professionalism. The agent must be knowledgeable about all property amenities and actively contribute to creating a positive atmosphere by engaging guests courteously and efficiently.

This role requires a detail-oriented individual who can multitask effectively in a fast-paced environment, maintain accurate records and cash handling processes, and utilize both manual and computerized reservation systems. The Front Desk Agent must excel in communication, demonstrating fluency in English both verbally and in writing, and possess the ability to handle stressful situations with tact and understanding. Beyond operational duties, this role contributes to the overall performance of the hotel by collaborating with other departments and promoting the unique art exhibitions on the property. The position offers the chance to work in a dynamic setting where hospitality meets culture, providing a superior and memorable guest experience anchored in creativity and service excellence. 21c Museum Hotels is an equal opportunity employer dedicated to creating an inclusive workplace free from discrimination, and all information provided during the hiring process is confidential in accordance with EEO guidelines.

Job Requirements

High school diploma or equivalent
Previous experience dealing directly with the public
General knowledge of basic customer service skills
Fluency in English
Ability to understand and follow verbal and written instructions
Ability to multitask
Ability to communicate verbally and in writing
Ability to use tact when dealing with customer service problems
Highly organized
Attention to detail
Knowledge of standard cash handling procedures
Proficient with computerized cash register systems
Experience with standard office equipment
Ability to pass a background check

Job Qualifications

Knows standard cash handling procedures and knowledge of computerized cash register systems
Fluency in English
Able to understand and follow verbal and written instructions
Able to multitask effectively
Strong verbal and written communication skills
Able to use tact and understanding in customer service situations including stressful and emotional scenarios
Highly organized with attention to detail
Experience using standard office equipment such as telephone, copier, cash register, PC, fax machine and PBX
Ability to pass a background check
High school diploma or equivalent
Previous experience in customer service and public interaction

Job Duties

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods
Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures
Regularly calculates and posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods
Answers inquiries and accepts reservations by accurately communicating hotel rates and information and using suggestive selling techniques
Maintains good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns
Accepts incoming calls, assists outgoing calls, schedules wake-up calls and pages guests
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
Maintains a friendly, cheerful and courteous demeanor at all times
Processes guest mail, messages and faxes in a timely and accurate manner
Stays up to date on gift shop merchandise and processes gift shop sales
Relays art exhibition information to guests
Contributes and maintains information and communications sources such as department and front desk log books
Provides assistance to other employees and departments
Performs other duties as assigned by management