Front Desk Agent

Hilton Garden Inn West Little Rock • Little Rock, AR

14d

About The Position

The Front Desk Agent greets guests courteously and efficiently, answers inquiries, checks guests in and out, and reserves rooms. The role provides outstanding customer service, handles guest concerns, supports hotel operations, and helps promote room sales and revenue. Raines is a family-owned development, management, and investment company established in 1988, operating and owning leading hotel brands and boutique hotels. The company describes its culture as family-oriented and focused on relationships with associates, partners, and local communities, with opportunities for career advancement.

Requirements

• High school diploma, GED, or equivalent.
• Experience in customer service, forward-facing, or other guest-related positions.
• Proficiency in Microsoft 365 or similar computer applications.
• Successful completion of a pre-employment background check.

Nice To Haves

• Experience in the hospitality industry, including hotels, restaurants, or similar roles.

Responsibilities

• Provide outstanding customer service and maintain a friendly, professional, cheerful, and courteous demeanor.
• Answer inquiries from potential guests and accept hotel reservations accurately.
• Resolve guest problems and complaints efficiently and promptly, maintaining customer satisfaction and quality service.
• Respond in a timely manner to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
• Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
• Allocate rooms to expected arrivals based on guest preferences and special requests.
• Build relationships and coordinate with other departments, including housekeeping and maintenance.
• Handle guest phone calls, wake-up calls, and messages promptly, efficiently, and professionally.
• Cross-check billing instructions and ensure they are updated correctly.
• Handle group arrivals and pre-register guests.
• Ensure payments are made or on file and group billing is routed correctly.
• Complete cash transactions and maintain responsibility for a personal bank.
• Read and update the front desk log, whether book or system.
• Follow guest check-in and security procedures and report suspicious activity to security, a manager, or the manager on duty.
• Assist other departments in serving guests, especially during high-volume periods.
• Attend meetings as required.

Benefits

• Comprehensive medical, dental, and vision benefits.
• 401(k).
• Generous paid time off program.
• Opportunities to advance a career within the company.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED