Front Desk Agent

Job Summary

The Front Desk Agent is responsible for delivering outstanding guest service by providing efficient and professional front desk operations. This role serves as the first point of contact for guests, handling reservations, check-ins, check-outs, and guest inquiries while ensuring a welcoming experience that reflects Hilton brand standards. As an extended-stay hotel, the Front Desk Agent builds positive relationships with guests and supports their needs throughout their stay.

Key Responsibilities

· Welcome guests in a friendly, professional, and courteous manner.

· Perform guest check-in and check-out procedures accurately and efficiently.

· Verify reservations, assign guest suites, issue room keys, and explain hotel amenities and services.

· Process payments, cash, credit card transactions, and guest billing in accordance with hotel policies.

· Answer telephone calls, emails, and guest inquiries promptly and professionally.

· Make, modify, and cancel reservations using the hotel's Property Management System (PMS).

· Respond to guest requests and resolve concerns in a timely and professional manner, escalating issues when necessary.

· Coordinate with Housekeeping and Maintenance to ensure guest suites are clean, ready, and maintained.

· Promote the Hilton Honors loyalty program and hotel services.

· Maintain accurate guest records and ensure confidentiality of guest information.

· Balance cash drawers and complete end-of-shift reports.

· Monitor room availability, occupancy, and daily arrivals and departures.

· Deliver exceptional guest service that supports high guest satisfaction scores.

· Ensure the front desk, lobby, and work areas remain clean, organized, and presentable.

Qualifications

· High school diploma or equivalent required.

· Previous hotel front desk, hospitality, or customer service experience preferred.

· Experience with hotel Property Management Systems (PMS) is an asset.

· Strong computer skills, including Microsoft Office and email.

· Excellent verbal and written communication skills.

· Ability to multitask and work efficiently in a fast-paced environment.

· Flexible availability, including evenings, weekends, overnight shifts, and holidays.

· Ability to stand for extended periods and lift up to 20 lbs (9 kg) when handling guest luggage or packages.

Pay: $17.60 per hour

Work Location: In person