Front Desk Agent

DoubleTree by Hilton South Bend•South Bend, IN

45d•Onsite

About The Position

At DoubleTree by Hilton South Bend, we believe every guest deserves an exceptional experience from the moment they walk through our doors. Our 293-room, newly renovated full-service hotel is located in the heart of downtown South Bend and features more than 15,000 square feet of flexible meeting and event space, Baker's Bar &Grille, Starbucks, an indoor pool, fitness center, and direct skywalk access to the Century Center. As part of the Hilton family, we are committed to delivering warm hospitality, outstanding service, and memorable guest experiences. We're looking for friendly, dependable, and service-oriented individuals who enjoy helping others and thrive in a fast-paced environment. If you have a positive attitude, strong communication skills, and a passion for hospitality, we'd love to welcome you to our team.

Requirements

High school diploma or equivalent required.
Basic computer proficiency and the ability to learn hotel operating systems.
Strong verbal and written communication skills.
Excellent organizational and time management abilities.
Ability to multitask and remain calm in a fast-paced environment.
Professional appearance and commitment to exceptional guest service.
Flexible availability, including evenings, weekends, and holidays.

Nice To Haves

Previous hotel or hospitality experience preferred.
Minimum of one (1) year of customer service experience preferred.

Responsibilities

Create a welcoming first impression for every guest while delivering exceptional customer service throughout their stay.
Complete guest check-in and check-out procedures accurately and efficiently.
Receive, modify, and maintain guest reservations while ensuring compliance with credit card security standards.
Collect payment information and process transactions accurately.
Answer incoming telephone calls and respond to guest inquiries regarding hotel amenities, services, and local attractions.
Assist guests with reservation changes, relocations, and special requests.
Resolve guest concerns promptly and professionally, escalating issues when necessary.
Communicate effectively with Housekeeping, Engineering, Sales, and other departments to ensure guest satisfaction.
Respond to guest requests for maintenance or immediate assistance and communicate with the appropriate department.
Document maintenance concerns involving guest rooms, furniture, fixtures, and equipment.
Maintain a clean, organized, and professional front desk and lobby area.
Perform routine cleaning of the work area, including dusting, vacuuming, mopping, and organizing supplies.
Monitor front desk inventory and communicate equipment, repair, and supply needs to management.
Follow hotel procedures for reporting and securing lost-and-found items.
Assist other departments as operational needs require, including delivering guest items or assisting Housekeeping or Laundry when appropriate.
Complete all required Hilton and property training.
Follow all hotel safety, security, cash-handling, and operational procedures.
Perform other duties as assigned.