Front Desk Agent

JOB OVERVIEW

The Front Desk Agent is the first and last point of contact for guests, delivering a warm, personalized, and efficient experience from arrival to departure. This position manages check-in and check-out, reservations, guest accounts, and requests, and serves as the central link between guests and all hotel departments, including Housekeeping, Engineering, Bell/Valet, Food & Beverage, and Sales, to ensure every stay meets brand standards.

WHAT WE OFFER

• Pay rate: $23.20-$25.00 per hour

• Medical, dental, vision insurance

• 401(k) with company matching

• Complimentary Employee Meals

• Exclusive worldwide Hilton employee travel discount program

• ... and more

DUTIES AND RESPONSIBILITIES

• Greet every guest promptly and warmly, delivering a personalized arrival and departure experience in line with brand service standards

• Check guests in and out efficiently: verify identification and reservation details, confirm rates, room type, and length of stay, secure payment, issue room keys, and review final folios with guests

• Create, modify, and cancel reservations; manage room assignments, upgrades, special requests, and VIP, loyalty, and group arrivals

• Promote hotel outlets, amenities, and services, including restaurants, room service, valet, spa, and meeting space, and upsell room types when appropriate

• Answer the multi-line phone system in a courteous, professional manner; route calls, take accurate messages, and handle wake-up call requests

• Respond to guest requests, questions, and concerns; resolve complaints through service recovery and escalate to the supervisor or manager on duty when needed

• Coordinate with Housekeeping on room status, Engineering on maintenance requests, and Bell/Valet on luggage and vehicle needs to ensure seamless service

• Post charges, process payments, adjustments, and paid-outs accurately, and resolve billing questions in accordance with hotel policy

• Count and balance the assigned cash bank at the beginning and end of each shift and complete all required shift reports and closing procedures

• Read the logbook and shift notes at the start of each shift, and record and follow up on all guest, vendor, and team member requests

• Monitor arrivals, departures, and in-house reports throughout the shift to keep room inventory and guest information accurate

• Follow all key control, guest privacy, cash handling, and security procedures without exception, and respond to emergencies according to hotel procedures

• Keep the front desk, lobby, and back office clean, organized, and stocked with necessary supplies and materials

• Perform other duties as assigned by Management

QUALIFICATIONS AND REQUIREMENTS

• Education & Experience

• High school diploma or equivalent is required

• Previous front desk or guest service experience in a hotel is preferred; experience in a full service or branded property is a plus

• Bilingual is a plus

• Required Skills/Abilities

• Exceptional guest service skills with a warm, polished, and professional demeanor

• Clear, courteous verbal and written communication skills, with the ability to interact confidently with guests, VIPs, and all hotel departments

• Proficiency with property management systems (PMS), credit card terminals, multi-line phones, and standard office software; ability to learn new systems quickly

• Accurate cash handling, payment processing, and basic math skills

• Ability to handle guest complaints calmly and diplomatically, using sound judgment and escalating when appropriate

• Strong attention to detail and the ability to multitask and maintain a sense of urgency during high-volume periods

• Ability to work effectively as part of a team and coordinate with other departments

• Commitment to guest privacy, data security, and hotel brand standards

• Dependable and adaptable, with the ability to work independently on overnight or low-staffed shifts

• Schedule

Work schedules are based on the operational needs of the business. Availability to work days, evenings, weekends, and holidays is required for this position.

• Physical, Mental, Environmental & Technical Demands

Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. The role involves frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250lbs. often for extended periods. Must be able to maneuver around property. Must be able to sit for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment. May include exposure to high levels of ambient noise for prolonged periods, must be able to perform essential job functions effectively in such conditions.

• Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained as part of the orientation process.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) is subject to overtime in accordance with Federal and State Regulations.

Sun Hill is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.