Hotel Front Desk Agent

Overview

Hilton Garden Inn is seeking a professional, energetic, and guest-focused Front Desk Agent to join our hospitality team. As the first and last point of contact for our guests, you will play a vital role in creating memorable experiences by delivering exceptional customer service throughout every stage of the guest journey.

The ideal candidate is friendly, organized, detail-oriented, and thrives in a fast-paced environment. This position requires the ability to multitask while maintaining Hilton's standards of hospitality and guest satisfaction. Experience using Hilton's Property Engagement Platform (PEP) Property Management System is strongly preferred.

Responsibilities

• Welcome guests with a warm, professional demeanor and provide an outstanding first impression.
• Complete guest check-in and check-out procedures accurately using the PEP Property Management System (PMS).
• Verify reservations, process room assignments, authorize payments, and issue room keys.
• Respond promptly and professionally to guest requests, questions, concerns, and service recovery opportunities.
• Answer and direct incoming calls using a multi-line phone system while maintaining excellent phone etiquette.
• Process new reservations, modifications, cancellations, room moves, and guest requests.
• Balance cash, credit card transactions, and complete shift reconciliation procedures.
• Perform Night Audit functions when scheduled, including verifying daily financial transactions and closing business dates.
• Maintain accurate guest records while protecting confidential guest information.
• Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure exceptional guest service.
• Promote Hilton Honors enrollment and educate guests on Hilton brand benefits.
• Stay knowledgeable about hotel amenities, local attractions, restaurants, and area events.
• Follow Hilton brand standards, hotel policies, and all safety and security procedures.
• Assist with resolving guest concerns in a timely, courteous, and professional manner.
• Maintain a clean, organized, and welcoming front desk and lobby area.

Qualifications

• Minimum 2 years of Front Desk experience required.
• Minimum 3 years of hotel experience required.
• Minimum 1 year of experience using Hilton's PEP Property Management System (PMS) preferred. Candidates with strong experience using other hotel PMS systems may also be considered.
• Previous Hilton brand experience is a plus.
• High school diploma or equivalent required.
• Strong verbal and written communication skills.
• Excellent customer service and conflict resolution skills.
• Ability to multitask and remain calm under pressure.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Bilingual or multilingual candidates are encouraged to apply.

Skills

• Guest Relations
• Customer Service Excellence
• Hilton PEP Property Management System (PMS)
• Reservation Management
• Night Audit
• Problem Solving
• Time Management
• Multi-line Phone Systems
• Team Collaboration
• Microsoft Office
• Hilton Honors Enrollment
• Professional Communication

Schedule Requirements

This position requires flexibility and may include:

• Day Shift (Required)
• Evening Shift (Required)
• Night Shift (Required)
• Overnight Shift (Preferred)
• Weekends and Holidays (Required)

Benefits

• Paid Time Off (PTO)
• Employee Hotel Discounts through Hilton Team Member Travel Program
• Opportunities for Career Growth and Advancement
• Training and Professional Development

Ability to Commute

Duluth, GA 30097 (Required)

Work Location

In Person

Pay: From $16.50 per hour

Benefits:

• Employee discount
• Paid time off

Experience:

• Front desk: 2 years (Required)
• Hotel: 3 years (Required)
• HotelKey or PEP PMS: 1 year (Required)

Shift availability:

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

Ability to Commute:

• Duluth, GA 30097 (Required)

Work Location: In person