Hotel Front Desk Agent

POSITION DESCRIPTION

A Guest Service Agent handles the daily front desk operations, ensuring the highest standards of service and the best possible experience for our guests, with prompt and courteous attention to their needs. The successful applicant will be responsible for welcoming and registering incoming guests, scheduling desired services, inputting/accessing computer data, providing any needed assistance and information and ensuring departing guests leave well‑pleased with their stay.

Must have front desk experience in the hospitality industry and be available to work a flexible schedule including days, nights, weekends and holidays.

• Handles daily front desk operations, ensuring the highest standards of service.
• Welcomes incoming guests to the hotel.
• Registers guests in an efficient and friendly manner, with a smile.
• Is prompt and courteous, paying great attention to detail.
• Resolves guest issues in an empowered manner.
• Maintains a calm, positive presence when confronted with difficult situations.
• Communicates with other departments to resolve guest issues.
• Uses various communication tools: guest texting app, radio, telephone.
• Answers incoming phone calls in a prompt and friendly manner.
• Uses systems at the front desk to process all data: PEP.
• Follows all operational policies (SOPs), including safety and security protocols.
• Handles cash in accordance with all applicable procedures.
• Supports other team members and departments as needed.
• Maintains complete knowledge of all hotel features and services.
• Maintains a consistent presence at the front desk.
• Checks guests out in a friendly and courteous manner, with a smile.
• Welcomes guests back.

This job summary is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by their supervisor or management.

• Experience in a hospitality setting preferred.
• High school diploma (or equivalent); hospitality degree or certificate a plus.
• Computer skills and knowledge of property management system (PEP) a plus.
• Reliability, punctuality and professional communication skills are critical.
• Ability to work under pressure with a high level of patience and customer service.
• Accurate cash handling skills required.
• CPR and first aid certification a plus; willing to be trained in same.
• Ability to work evenings, weekends, weekdays, and holidays required.
• The position requires manual dexterity; auditory and visual skills; the ability to follow written and oral instructions and procedures; and the ability to speak and communicate in a professional manner.

If you require a reasonable accommodation during the application process or to perform the essential functions of this position, please contact the Human Resources Department.

Embassy Suites by Hilton is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.