Front Desk Clerk- Hilton Ocala

Meyer Jabara Hotels•Ocala, FL

1d•Onsite

About The Position

The Front Desk Agent (Guest Service Agent) is responsible for ensuring exceptional guest satisfaction while maximizing hotel revenue. This role serves as the first and last point of contact for guests and plays a vital role in delivering a welcoming, efficient, and professional guest experience through check-in, check-out, and attentive coordination of hotel services.

Requirements

High school diploma or equivalent required
Fluency in English (reading, writing, and speaking) required
Ability to work flexible schedules including evenings, weekends, and holidays
Ability to handle cash and operate standard front desk equipment and systems

Nice To Haves

Second language skills a plus
Previous customer service experience preferred
Previous hotel front desk or brand experience preferred
Strong interpersonal, communication, and problem-solving skills

Responsibilities

Greet guests promptly and register guests in and out of the hotel in a courteous and efficient manner
Upsell guest rooms and hotel services in accordance with brand and property standards
Process guest payments accurately and balance cash drawers at the end of shifts
Handle all incoming phone calls using established greeting standards
Book guest reservations and sell rooms to walk-in guests
Prepare for and assist with group arrivals and departures
Maintain daily front office logs and complete shift paperwork
Anticipate guest needs, listen to concerns, and resolve complaints courteously and professionally
Escalate guest issues to a Manager or Supervisor when necessary
Promote, explain, and enroll guests in the Hilton Honors program
Maintain up-to-date information regarding room availability, guest messages, and reservations using hotel systems such as KIPSU
Review Front Office logbooks, SALT scores, TripAdvisor alerts, and CRM reports to ensure timely follow-up on guest feedback and requests
Notify management of incidents that may impact guest service or hotel operations
Perform other related duties as assigned