Front Desk Agent

Hilton Anchorage•Anchorage, AK

9d•Onsite

About The Position

The Front Desk Agent serves as the first point of contact for hotel guests, providing a welcoming, professional, and efficient check-in and check-out experience. This role is responsible for delivering exceptional guest service, handling reservations and payments, responding to guest requests, and ensuring accurate communication with other hotel departments to create a seamless guest experience.

Requirements

Exceptional guest service skills.
Ability to handle reservations and payments.
Proficiency in responding to guest requests.
Accurate communication with other hotel departments.
Ability to verify guest identification, payment methods, and reservation details.
Skill in resolving guest complaints or escalating issues.
Ability to maintain confidentiality of guest information.
Proficiency in processing reservation changes, cancellations, and extensions.
Ability to coordinate with Housekeeping and Engineering.
Ability to monitor room inventory and communicate availability.
Accuracy in processing cash, credit card, and electronic payments.
Ability to balance cash drawer and complete shift reports.
Proficiency in maintaining accurate guest records in the Property Management System (PMS).
Ability to prepare key cards and follow security procedures.
Skill in documenting guest incidents and communicating shift information.
Ability to follow hotel safety, security, and emergency procedures.
Ability to verify guest identity before issuing room keys.
Ability to report suspicious activity, safety concerns, or maintenance issues immediately.
Ability to protect 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.
Ensure room assignments meet special requests whenever possible.
Process reservation changes, cancellations, and extensions.
Coordinate closely 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 cash drawer and complete shift reports.
Maintain accurate guest records in the Property Management System (PMS).
Prepare key cards and ensure security procedures are followed.
Document guest incidents and communicate shift information through pass-on logs.
Coordinate with Housekeeping for room readiness.
Communicate guest requests promptly to the appropriate department.
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.