Front Desk Agent

DoubleTree•South Bend, IN

44d•Onsite

About The Position

The Front Desk Agent is responsible for creating a welcoming first impression for every guest while delivering exceptional customer service throughout their stay. This position is responsible for guest check-in and check-out, reservations, handling guest requests, processing payments, answering phones, and supporting hotel operations while maintaining Hilton brand standards.

Requirements

High school diploma or equivalent required.
Previous hotel or hospitality experience preferred.
Minimum of one (1) year of customer service experience preferred.
Basic computer proficiency and the ability to learn hotel operating systems.
Strong verbal and written communication skills.
Excellent organizational and time management abilities.
Ability to multitask and remain calm in a fast-paced environment.
Professional appearance and commitment to exceptional guest service.
Flexible availability, including evenings, weekends, and holidays.

Responsibilities

Welcome guests with a warm, friendly, and professional demeanor.
Complete guest check-in and check-out procedures accurately and efficiently.
Receive, modify, and maintain guest reservations while ensuring compliance with credit card security standards.
Collect payment information and process transactions accurately.
Answer incoming telephone calls and respond to guest inquiries regarding hotel amenities, services, and local attractions.
Assist guests with reservation changes, relocations, and special requests.
Resolve guest concerns promptly and professionally, escalating issues when necessary.
Communicate effectively with Housekeeping, Engineering, Sales, and other departments to ensure guest satisfaction.
Respond to guest requests for maintenance or immediate assistance and communicate with the appropriate department.
Document maintenance concerns involving guest rooms, furniture, fixtures, and equipment.
Maintain a clean, organized, and professional front desk and lobby area.
Perform routine cleaning of the work area, including dusting, vacuuming, mopping, and organizing supplies.
Monitor front desk inventory and communicate equipment, repair, and supply needs to management.
Follow hotel procedures for reporting and securing lost-and-found items.
Assist other departments as operational needs require, including delivering guest items or assisting Housekeeping or Laundry when appropriate.
Complete all required Hilton and property training.
Follow all hotel safety, security, cash-handling, and operational procedures.
Perform other duties as assigned.