Front Desk Agent - Doubletree by Hilton Berkeley Marina
About The Position
The Front Desk Agent is responsible for greeting and welcoming guests in a friendly, professional, and courteous manner. This role involves performing guest check-in and check-out procedures accurately and efficiently, verifying guest information, processing payments, and obtaining proper authorizations. The agent will manage room assignments, reservations, and modifications using the property management system (PMS), and respond promptly to guest inquiries, requests, and concerns, ensuring timely resolution. Maintaining knowledge of hotel services, amenities, and local attractions is crucial for assisting guests. The role also requires coordinating with housekeeping, engineering, and other departments to ensure guest satisfaction, handling cash and credit card transactions, and maintaining accurate records in compliance with company policies. Following all brand standards, SOPs, and security procedures, maintaining a clean and organized front desk area, and supporting upselling opportunities are also key aspects of this position.
Requirements
- High school diploma or equivalent required
- Strong communication and interpersonal skills
- Ability to multitask and work in a fast-paced environment
- Basic computer skills
- Ability to handle confidential information with discretion
- Customer Focus & Service Excellence
- Attention to Detail & Accuracy
- Problem Solving & Conflict Resolution
- Teamwork & Collaboration
- Time Management & Organization
Nice To Haves
- Previous customer service or hospitality experience preferred
- Experience with PMS (e.g., OnQ, PEP) preferred
- Flexible schedule, including weekends, evenings, and holidays
Responsibilities
- Greet and welcome guests in a friendly, professional, and courteous manner
- Perform guest check-in and check-out procedures accurately and efficiently
- Verify guest information, process payments, and obtain proper authorizations, including incidental holds
- Manage room assignments, reservations, and modifications using the property management system (PMS)
- Respond promptly to guest inquiries, requests, and concerns, ensuring timely resolution
- Maintain knowledge of hotel services, amenities, and local attractions to assist guests
- Coordinate with housekeeping, engineering, and other departments to ensure guest satisfaction
- Handle cash, credit card transactions, and maintain accurate records in compliance with company policies
- Follow all brand standards, SOPs, and security procedures
- Maintain a clean, organized, and professional front desk area
- Support upselling opportunities and promote hotel services when appropriate
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
