Front Desk Clerk- Hilton Ocala

Meyer Jabara Hotels•Ocala, FL

2d•Onsite

About The Position

The Front Desk Agent is responsible for creating a positive first and last impression for every guest by providing exceptional customer service during the check-in and check-out process. This role supports hotel operations by handling reservations, guest inquiries, phone calls, payment processing, and ensuring a seamless guest experience throughout their stay.

Requirements

High school diploma or equivalent preferred.
Previous hotel front desk experience preferred.
Customer service experience strongly preferred.
Fluent in English, both verbal and written.
Second language skills are a plus.
Experience with Hilton or other branded hotel systems is preferred.
Strong communication, problem-solving, and interpersonal skills.
Basic computer proficiency and ability to learn hotel operating systems.
Ability to multitask and remain organized in a fast-paced hospitality environment.

Responsibilities

Register guests in and out of the hotel in a prompt, courteous, and professional manner.
Answer incoming phone calls using established hotel greeting standards.
Book, modify, and manage guest reservations.
Process guest payments according to company policies and procedures.
Balance cash drawers and complete shift audits accurately.
Upsell guestrooms and hotel amenities to maximize revenue opportunities.
Assist with group arrivals and departures.
Respond promptly to guest service requests and inquiries.
Handle guest concerns and complaints professionally, escalating when necessary.
Maintain accurate front desk logs, guest records, and operational reports.
Monitor room availability, guest messages, and reservation status through hotel systems.
Promote and enroll eligible guests in the Hilton Honors loyalty program.
Review guest feedback and communicate service recovery opportunities to management.
Notify supervisors of incidents affecting guest satisfaction or hotel operations.