Front Desk Agent

Hilton Anchorage • Anchorage, AK

3d

About The Position

The Front Desk Agent is the first point of contact for hotel guests and provides a welcoming, professional, and efficient check-in and check-out experience. The role delivers guest service, handles reservations and payments, responds to guest requests, and communicates with other hotel departments to support a seamless guest experience.

The agent manages room assignments and reservation changes, maintains accurate guest records in the Property Management System (PMS), processes payments, balances the cash drawer, prepares key cards, and documents incidents and shift information. The role also follows hotel safety, security, and emergency procedures and protects guest privacy and confidential information.

Responsibilities

• Greet guests warmly and provide a positive first impression.
• Complete guest check-ins and check-outs accurately and efficiently.
• Verify guest identification, payment methods, and reservation details.
• Respond promptly and professionally to guest questions, requests, and concerns.
• Resolve guest complaints or escalate issues to management when appropriate.
• Maintain confidentiality of guest information.
• Assign rooms according to hotel standards, guest preferences, and operational requirements, accommodating special requests whenever possible.
• Process reservation changes, cancellations, and extensions.
• Coordinate with Housekeeping and Engineering regarding room status and maintenance issues.
• Monitor room inventory and communicate room availability.
• Process cash, credit card, and electronic payments accurately.
• Balance the cash drawer and complete shift reports.
• Maintain accurate guest records in the Property Management System (PMS).
• Prepare key cards and follow security procedures.
• Document guest incidents and communicate shift information through pass-on logs.
• Coordinate with Housekeeping regarding room readiness and communicate guest requests to appropriate departments.
• Assist Bell Services, PBX, Engineering, Security, and Food & Beverage as needed.
• Participate in shift briefings and departmental meetings.
• Follow hotel safety, security, and emergency procedures.
• Verify guest identity before issuing room keys.
• Report suspicious activity, safety concerns, or maintenance issues immediately.
• Protect guest privacy and confidential information.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed