Front Desk Agent

Lodging Dynamics • Scottsdale, AZ

9d • Onsite

About The Position

At Canopy by Hilton Scottsdale Old Town, we believe every stay should feel like both a welcome pause in the thrill of travel and a familiar base in the heart of the destination. The Front Desk Agent plays an important role in delivering that experience by serving as a welcoming and knowledgeable point of contact throughout the guest journey. This position is responsible for greeting and assisting guests, completing arrivals and departures, managing reservations and guest accounts, responding to requests and concerns, and providing accurate information about the hotel and surrounding area. The Front Desk Agent helps create a seamless and personalized experience while maintaining high standards of hospitality, professionalism, and service. As a member of the Lodging Dynamics team, this role supports our culture of leading with heart, delivering exceptional hospitality, and creating memorable experiences for every guest.

Requirements

• Strong guest service, communication, organizational, and problem-solving skills.
• Strong commitment to delivering exceptional guest service and creating positive guest experiences.
• Excellent verbal and written communication skills.
• Ability to interact professionally, courteously, and effectively with guests, team members, managers, and other individuals.
• Strong problem-solving skills and the ability to exercise sound judgment within the scope of the position.
• Ability to remain calm, professional, and service-oriented when responding to guest concerns or working in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities, interruptions, and guest needs while maintaining accuracy.
• Ability to work effectively as part of a team and maintain positive working relationships across departments.
• Basic computer skills and the ability to learn and effectively use hotel property management systems, reservation systems, email, and other required technology.
• Ability to learn and follow established hotel procedures, brand standards, and company policies.
• Ability to maintain confidentiality and exercise professionalism when handling guest, company, and team member information.
• Flexible availability, including the ability to work mornings, evenings, weekends, and holidays as scheduled.
• Previous customer service, hospitality, retail, or comparable experience.

Nice To Haves

• Previous hotel Front Desk or guest services experience.
• Experience using a hotel property management or reservation system.
• Experience handling guest concerns, service recovery, reservations, payments, or cash transactions.

Responsibilities

• Welcome guests in a warm, professional, and engaging manner while creating a positive first and lasting impression.
• Complete guest check-ins, registrations, room assignments, and check-outs accurately, efficiently, and in accordance with established hotel procedures.
• Manage reservations, including creating, modifying, and confirming reservations, while maintaining accurate guest and reservation information.
• Process guest payments, billing transactions, deposits, and other Front Desk financial transactions in accordance with established procedures.
• Respond promptly and professionally to guest questions, requests, and concerns, taking appropriate action and following up to support guest satisfaction.
• Resolve routine guest concerns and service issues within the scope of the position and escalate complex or unresolved matters to a Supervisor or Manager as appropriate.
• Answer, screen, and route incoming telephone calls and accurately relay messages or information as needed.
• Prepare for and assist with individual arrivals, group arrivals and departures, VIP guests, and other special accommodations or requests.
• Maintain accurate guest records and protect confidential guest and company information in accordance with hotel policies and applicable procedures.
• Maintain knowledge of hotel amenities, services, operating hours, promotions, and the local area in order to provide accurate information and recommendations to guests.
• Communicate and coordinate effectively with Housekeeping, Engineering, Food & Beverage, and other departments to support guest needs and efficient hotel operations.
• Follow established procedures for cash handling, shift balancing, key control, security, and Front Desk operations.
• Maintain a clean, organized, professional, and welcoming Front Desk and lobby environment.
• Follow all company policies, brand standards, safety procedures, and required operational guidelines, and complete all assigned training and compliance requirements.
• Perform other duties and special projects as assigned.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Life Insurance
• Disability Insurance
• Employee Assistance Program (EAP)
• 401(k) with Company Match
• Paid Time Off (PTO)
• Holiday Pay Opportunities
• Hilton Team Member Travel Program
• Voluntary Benefits Including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance

What This Job Offers

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