Front Desk Agent

Job Summary

We are seeking an experienced, energetic, dependable, and customer-focused Front Desk Clerk to join our hotel team.

Previous hotel front desk experience is required. Hilton experience is strongly preferred. We are especially interested in candidates who have previously worked at a Hilton property and are familiar with Hilton standards, Hilton Honors, hotel operations, guest service, reservations, and property management systems.

The Front Desk Clerk is one of the most important points of contact for our guests and is responsible for creating a welcoming, professional, and positive experience from check-in through check-out.

The ideal candidate understands that hotel front desk operations require more than simply checking guests in and out. You must be able to multitask, solve problems, communicate effectively with guests and other departments, handle busy periods professionally, and take initiative when additional responsibilities are needed.

During slower periods, the Front Desk Clerk may be assigned additional hotel-related responsibilities based on operational needs. Employees are expected to remain productive and assist other departments or with hotel operations as directed by management.

Key Responsibilities

• Greet and welcome guests warmly while providing a professional first impression
• Check guests in and out efficiently and accurately
• Verify guest identification, reservations, payment information, and length of stay
• Manage hotel reservations using the property's PMS/property management system
• Process cash, credit card, and other forms of payment accurately
• Maintain accurate guest accounts, room assignments, and reservation information
• Answer multi-line phone systems and provide professional assistance to callers
• Maintain excellent phone etiquette and communication standards
• Respond promptly and professionally to guest requests, questions, concerns, and complaints
• Resolve guest issues using sound judgment and appropriate problem-solving skills
• Escalate issues to management when necessary
• Provide information about hotel amenities, services, local attractions, restaurants, transportation, and directions
• Communicate effectively with housekeeping, maintenance, management, and other departments
• Follow up on room issues and guest requests to ensure they are properly resolved
• Monitor room status and communicate changes with the appropriate departments
• Maintain a clean, organized, and professional front desk and lobby area
• Follow Hilton standards, hotel policies, procedures, and service expectations
• Maintain knowledge of hotel emergency procedures and safety protocols
• Respond appropriately to emergencies and help ensure guest safety
• Assist with night audit procedures, including reconciling accounts and preparing reports when assigned
• Balance cash drawers and complete required shift reports
• Review and communicate important information during shift changes
• Protect guest privacy and confidential information
• Assist management with daily hotel operations as needed
• Perform additional duties and responsibilities as assigned based on hotel operational needs

Additional Responsibilities During Slow Periods

This is a hands-on hotel position. When the front desk is not busy, employees are expected to remain productive rather than wait for guests.

Depending on the needs of the hotel, additional responsibilities may include:

• Assisting with hotel operational tasks
• Supporting housekeeping or maintenance with appropriate non-technical tasks
• Organizing supplies and front desk materials
• Assisting with lobby and common-area organization
• Preparing paperwork, reports, or other administrative tasks
• Following up on outstanding guest requests
• Assisting other departments when needed
• Completing other reasonable hotel-related duties assigned by management

Flexibility and willingness to help wherever needed are important requirements for this position.

Qualifications & ExperienceRequired

• Previous hotel front desk experience
• Strong customer service and guest-relations skills
• Excellent verbal and written communication skills
• Professional phone etiquette
• Ability to handle multiple tasks in a fast-paced hotel environment
• Ability to remain calm and professional when dealing with difficult situations or guest complaints
• Dependable, punctual, responsible, and professional
• Ability to work independently and as part of a team
• Willingness to take on additional responsibilities based on hotel operational needs

Strongly Preferred

• Previous Hilton hotel experience
• Experience with Hilton standards and procedures
• Experience with Hilton Honors
• Experience using a hotel PMS/property management system
• Experience with Opera or comparable hotel management software
• Previous experience with night audit procedures
• Experience with multi-line phone systems
• Previous resort or full-service hotel experience
• Bilingual or multilingual abilities

Preferred / Plus

• Hospitality certification or formal hotel training
• Experience handling guest recovery and resolving service issues
• Experience working with multiple hotel departments

What We Are Looking For

We are looking for someone who already understands how a hotel operates and can step into a front desk position with minimal training.

The right candidate should be:

• Hotel-experienced
• Guest-service focused
• Reliable and accountable
• Professional and well-spoken
• Comfortable using hotel systems
• Able to multitask
• A team player
• Willing to help with additional hotel responsibilities when needed
• Able to maintain a positive attitude during busy and stressful situations

Hilton experience is a major advantage. Candidates with previous Hilton front desk experience are strongly encouraged to apply.

If you have worked at a Hilton property and understand the expectations of hotel front desk operations, guest service, reservations, and Hilton standards, we want to hear from you!

Schedule

Full-time and part-time positions available. Flexibility is required, including availability for weekends, holidays, mornings, evenings, and other shifts based on hotel operational needs.

Equal Opportunity

We are committed to providing a professional and respectful workplace and encourage qualified candidates with hospitality experience to apply.

Join our team and help us provide outstanding hospitality experiences that guests remember!

Pay: $13.00 - $16.00 per hour

Benefits:

• Employee discount
• Free parking

Shift availability:

• Overnight Shift (Preferred)
• Night Shift (Preferred)
• Day Shift (Preferred)

Ability to Commute:

• Milwaukee, WI 53225 (Required)

Work Location: In person