Position Summary

The Front Desk Agent is responsible for delivering exceptional guest service and creating a welcoming first impression for all guests at the hotel. This role manages guest check-ins and check-outs, handles reservations and inquiries, and ensures a seamless guest experience aligned with Hilton brand standards and the elevated hospitality experience of the Outset Collection.

 Key Responsibilities

• Greet      guests warmly and professionally upon arrival and departure
• Process      guest check-ins, check-outs, room assignments, and payment transactions      accurately
• Respond      to guest questions, concerns, and special requests promptly and      courteously
• Maintain      knowledge of hotel services, amenities, local attractions, and dining      recommendations
• Handle      phone calls, reservations, and email inquiries in a timely manner
• Coordinate      with housekeeping, maintenance, and other departments to ensure guest      satisfaction
• Resolve      guest issues professionally and escalate concerns when appropriate
• Maintain      accurate guest records and ensure confidentiality of guest information
• Balance      cash drawer and complete daily shift reports
• Follow      Hilton and hotel operational standards, policies, and procedures
• Support      upselling initiatives including room upgrades and hotel amenities
• Ensure      the front desk area remains clean, organized, and professional at all      times
  

Qualifications

• High      school diploma or equivalent required
• Previous      hospitality, hotel, or customer service experience preferred
• Strong      communication and interpersonal skills
• Professional      appearance and positive attitude
• Ability      to multitask and work efficiently in a fast-paced environment
• Basic      computer proficiency and experience with hotel property management systems      preferred
• Flexible      schedule including evenings, weekends, and holidays
• Ability      to stand for extended periods and occasionally lift up to 25 pounds

 Preferred Skills

• Experience      with Hilton systems or similar hotel management software
• Bilingual      or multilingual communication skills
• Strong      problem-solving and conflict-resolution abilities
• Passion      for hospitality and guest engagement

• Benefits 
• Competitive      hourly wage
• Hilton      travel discounts and team member perks
• Health,      dental, and vision insurance
• Paid      time off and holiday pay
• Career      growth and advancement opportunities
• Training      and development programs

Work Environment

This position operates in a professional hotel environment requiring continuous guest interaction, teamwork, and attention to detail. Front Desk Agents are expected to maintain the highest standards of service and professionalism representative of the Outset Collection by Hilton brand experience.