Front Desk Agent

A Front Desk Agent assists in daily Front Office operations and works with customers and Guests to serve their needs and provide an excellent customer service experience.

What will I be doing

As a Front Desk Agent you will play a pivotal role in delivering an exceptional guest experience from the moment of arrival. With a warm and welcoming demeanor you will assist in the daily operations of the Front Office ensuring that every guest receives prompt courteous and personalized service:

• Greet guests warmly and professionally upon arrival.
• Manage check-in and check-out procedures efficiently.
• Verify guest information and provide room keys and relevant details.
• Address guest inquiries requests and concerns promptly and courteously.
• Provide accurate information about hotel services amenities and local attractions.
• Ensure a high level of guest satisfaction through attentive and personalized service.
• Handle room reservations via phone email or in person.
• Update and manage booking systems accurately.
• Coordinate with housekeeping and other departments to ensure room readiness.
• Liaise with other departments (housekeeping maintenance concierge) to fulfill guest needs.
  Communicate special requests or VIP guest details to relevant teams.
  Attend daily briefings and contribute to team discussions.
• Process payments issue receipts and manage billing inquiries.
• Maintain accurate records of transactions and guest accounts.
• Handle guest complaints or issues with professionalism and empathy.
• Escalate unresolved matters to supervisors or management when necessary.
• Promote hotel services upgrades and special offers to guests.
• Identify opportunities for upselling to enhance guest experience and revenue.
• Maintain organized records and documentation.
• Manage incoming calls and emails efficiently.
• Ensure the front desk area is clean organized and welcoming.

EOE/AA/Disabled/Veterans

What are we looking for

Front Desk Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service abilities.
• Ability to multitask and remain calm under pressure.
• Proficiency in basic computer applications (MS Office email booking systems).
• Attention to detail and organizational skills.
• Professional appearance and demeanor.
• Friendly approachable and courteous attitude.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Familiarity with hotel management systems (e.g. Opera Fidelio).

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!