Front Desk Clerk- Hilton Ocala
About The Position
Meyer Jabara Hotels has distinguished itself as an employer of choice, attracting innovative and talented industry professionals who deliver exceptional results. Our Associates are encouraged to reach their fullest potential by delivering a differentiated experience to our guests and an exceptional bottom-line. Hilton Ocala is one of four Meyer Jabara properties in Florida. Our beautiful full-service hotel is committed to creating memorable guest experiences while fostering a positive, inclusive, and engaging environment for our associates. 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
- Strong interpersonal, communication, and problem-solving skills
- Ability to work flexible schedules including evenings, weekends, and holidays
- Ability to handle cash and operate standard front desk equipment and systems
- Ability to stand and walk for extended periods
- Frequent bending, reaching, handling, and use of hands/fingers
- Ability to lift, carry, push, and pull items up to approximately 20–50 pounds
- Ability to perform essential job functions with or without reasonable accommodation
Nice To Haves
- Second language skills a plus
- Previous customer service experience preferred
- Previous hotel front desk or brand experience preferred
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
Benefits
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Dining and travel Hilton Team Member discounts
- Meyer Jabara Hotels travel discounts
- Discount programs and special offers from business partners
- Additional associate perks
- And so much more
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
