Front Desk, Hospitality ​/ Hotel ​/ Catering

Position Title & Location

Front Desk Agent – Double Tree by Hilton Hotel Phoenix‑Gilbert

Guest Service Representatives are responsible for greeting and registering guests, providing outstanding service during their stay, and settling the guest’s account upon completion. They perform front‑desk operations and concierge duties to maximize room revenue and occupancy.

• Possess a positive, upbeat personality and deliver excellent customer service.
• Maintain professional appearance and demeanor.
• Maintain confidentiality in all areas.
• Multi‑task, be detail‑oriented, and problem‑solve effectively with internal and external customers.
• Handle and resolve guest complaints professionally and courteously through effective listening and clarification.
• Demonstrate good communication skills.
• Perform basic math and understand financial information.
• Recognize and act on safety or loss‑prevention incidents, implementing company policies.
• Complete training in security, alcohol, health and safety; follow OSHA, state, and federal guidelines.
• Collaborate with other departments to keep room status up‑to‑date and coordinate timely repairs.
• Use persuasive selling techniques to promote rooms and marketing programs.
• Carry out front‑desk responsibilities including greeting guests, performing transactions, balancing reports, cash control, deposits, processing reservations and credit cards, operating the phone system and basic office equipment.
• Understand hotel policies related to cancellations, extended stays, room types and rates, late check‑outs, early arrivals, and special requests.
• Control keys—issue and receive room and master keys.
• Process lost and found items according to policy.
• Operate computer equipment, including Microsoft Office.
• Assist in training new staff.
• Support a positive work environment.
• Understand hotel products and services (food & beverage, recreation).

Performs other duties as assigned.

• Communicate professionally with staff, guests, and management.
• Know the surrounding area and events.
• Use proper telephone etiquette.
• Adhere to cash and credit card handling policies.
• Work a flexible schedule, including weekends and holidays.
• Read, write, and speak English.
• Learn safety, emergency, and accident prevention policies and procedures.
• Present a neat, well‑groomed appearance; wear the proper uniform and name tag.
• Complete front‑desk training within the required timeframe.
• Maintain quality, service, and cleanliness; keep guest survey scores within acceptable limits.
• Effectively staff and operate the front desk; communicate openly with supervisor.
• High‑school education; 1‑year hospitality experience preferred.
• Detail‑oriented.

Complete the front desk training program within the brand‑required time frame.

• Clean guestrooms, lobby, and public areas as needed.
• Restock front‑desk supplies.
• Help with laundry as needed.
• Deliver cribs, towels, or other items to guestrooms.
• Perform light maintenance duties.
• Restock, inventory, and sell guest marketplace and pub if applicable.

• Stand, walk; use hands and fingers for up to 8 hours; reach with hands and arms.
• Repeat the same movements frequently, including keyboarding.
• Understand and speak clearly.
• Read and see details.
• Lift up to 10 pounds occasionally; lift up to 35 pounds from time to time.
• Stoop, kneel, twist or crouch occasionally.

The job is primarily inside, with employees spending 75% or more of their time indoors. Must work effectively in a stressful environment, communicate well with others, deal with guests, and accept constructive criticism. Flexible change of activity and coping with interruptions are required. Reasonable accommodations may be made for individuals with disabilities.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.