Front Desk Agent

Front Desk Agent

A Front Desk Agent assists in daily Front Office operations and works with customers and Guests to serve their needs and provide an excellent customer service experience.

What will I be doing?

As a Front Desk Agent, you will play a pivotal role in delivering an exceptional guest experience from the moment of arrival. With a warm and welcoming demeanor, you will assist in the daily operations of the Front Office, ensuring that every guest receives prompt, courteous, and personalized service:

• Greet guests warmly and professionally upon arrival.
• Manage check-in and check-out procedures efficiently.
• Verify guest information and provide room keys and relevant details.
• Address guest inquiries, requests, and concerns promptly and courteously.
• Provide accurate information about hotel services, amenities, and local attractions.
• Ensure a high level of guest satisfaction through attentive and personalized service.
• Handle room reservations via phone, email, or in person.
• Update and manage booking systems accurately.
• Coordinate with housekeeping and other departments to ensure room readiness.
• Liaise with other departments (housekeeping, maintenance, concierge) to fulfill guest needs.
  Communicate special requests or VIP guest details to relevant teams.
  Attend daily briefings and contribute to team discussions.
• Process payments, issue receipts, and manage billing inquiries.
• Maintain accurate records of transactions and guest accounts.
• Handle guest complaints or issues with professionalism and empathy.
• Escalate unresolved matters to supervisors or management when necessary.
• Promote hotel services, upgrades, and special offers to guests.
• Identify opportunities for upselling to enhance guest experience and revenue.
• Maintain organized records and documentation.
• Manage incoming calls and emails efficiently.
• Ensure the front desk area is clean, organized, and welcoming.

What are we looking for?

Front Desk Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service abilities.
• Ability to multitask and remain calm under pressure.
• Proficiency in basic computer applications (MS Office, email, booking systems).
• Attention to detail and organizational skills.
• Professional appearance and demeanor.
• Friendly, approachable, and courteous attitude.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Familiarity with hotel management systems (e.g., Opera, Fidelio).

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!