Front Desk Agent

DoubleTree Bloomington Minneapolis South•Bloomington, MN

3d•Onsite

About The Position

The Front Desk Agent is a highly visible, guest-facing role that reports directly to the Assistant Front Desk Manager. The position supports the hotel’s day-to-day guest service needs and front office operations, providing a seamless check-in and check-out process and consistent, excellent service. The agent is expected to create a welcoming arrival and departure experience, engage actively with guests, and help deliver operational and service excellence across the property. The role includes greeting guests warmly, learning about the purpose of their visits and anticipating their needs, providing personalized recommendations about hotel amenities and local attractions, and taking ownership of guest concerns through discreet coordination with appropriate departments. The agent must remain calm and alert during high-traffic or emergency situations. The hotel operates 24 hours a day, seven days a week. Workdays, work times, and weekly hours may fluctuate according to business needs, and the position may involve day, night, overnight, weekend, holiday, and key-event shifts. This position is at an independently operated franchise hotel and is subject to a collective bargaining agreement between UNITE HERE Local 17 and Double Tree Bloomington Minneapolis South.

Requirements

Must have reliable transportation to and from work.
Must report to work on time.
Must be present and able to work all shifts on-site.
Must be available to work weekends, including Fridays, Saturdays, and Sundays.
Must be able to work necessary hours and a rotating schedule to meet business needs, including days, weekends, holidays, and key events.
Must be at least 18 years old.
Must be currently eligible to work in the United States and able to present required identity and employment authorization documents to complete Form I-9 on the first day of employment.
Must have an original, non-expired Minnesota Driver's License and/or Commercial Drivers License.
Must be able to perform the essential functions of the job, with or without reasonable accommodation or using another combination of knowledge, skills, and abilities.

Responsibilities

Deliver a warm and sincere welcome to guests as they enter the lobby.
Engage guests to understand the purpose of their visit, identify unanticipated needs, and provide personalized service.
Recommend hotel amenities and local attractions based on guests’ needs.
Take ownership of guest concerns and coordinate with appropriate departments to resolve them efficiently and discreetly.
Remain composed and alert during busy periods and emergency situations.
Provide a seamless check-in and check-out experience.
Support day-to-day guest service needs and front office operations, maintaining consistent and excellent service delivery.