Front Desk Agent

Location: California

## Description
*
* Position Overview:

Responsible for taking care of guest requests and front desk/reception. Creating a positive and memorable experience for our guests by providing exceptional customer service, attention to detail and the ability to handle various tasks simultaneously.**|  || --- ||
*
* Essential Job Functions:

** Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Greet guests with a warm and friendly demeanor upon arrival. Fulfilling requests, following special instructions, and adhering to established security and credit policies and procedures while using standards of service.
* Promote Hilton Hospitality and brand-specific marketing programs.
* Effectively communicate with other hotel departments to ensure seamless guest experiences.
* Address guest inquiries and resolve issues promptly, follow up ensuring complete guest satisfaction.
* Using computer system for most functions, select and block rooms for incoming guests; pre-register individuals or groups as required; assist in escorting VIPs as requested.
* Check guests out of the hotel in accordance with procedures; make change and post charges to guest accounts.
* Knowledgeable of room and rate availability for current and future dates to quote for guests.
* Handle safety deposit box requests; including distributing, giving access and closing procedures.
* Complete key packets and vouchers.
* Reconcile transactions at the close of shift and cash out with leader.
* Promote and upsell hotel services, packages, and loyalty programs.
* Answer phones according to service standards and within three (3) rings.
* Handle hotel emergency procedures and situations with professionalism.
* Collaborate with leadership to handle difficult situations and ensure guest satisfaction.
* Other duties and responsibilities as assigned.
* The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
* Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 2.4 in the Team Member Handbook for specific examples. |## Qualifications|  || --- ||
** Qualifications, Job Knowledge, Experience, Skills, Abilities:*
* * High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
* 4-year college experience preferred, in hospitality, business or foreign languages fields.
* Previous experience in customer service, front office, or hospitality related role is preferred.
* Proficient communication skills, both verbally and in writing, enabling effective interaction with guests and colleagues. Capable of responding promptly to guest requests.
* Proficient in using hotel management systems and basic computer applications.
* Competence in handling cash and credit card transactions.
* Preferred ability to speak foreign languages.
* Ability to multi-task and handle pressure during peak periods while maintaining service standards.
* No specific licenses or certificates are required for this role.
* Proficient in reading and interpreting documents such as safety rules, operating instructions, maintenance guidelines, and procedure manuals.
* Always upholds professionalism, exhibiting courtesy and respect towards guests and colleagues. ||
** Physical requirements of the position and work environment:*
* * Must be able to walk, climb stairs.
* Must be able to bend, stoop, and crouch.
* Must use hands to reach, grasp, handle, push and pull.
* Must have good near and far vision.
* Must be able to hear, talk, smell.
* Must be able to lift & carry up to 50 pounds.
* Majority of duties are performed while standing and indoors.
* Noise level moderate. ||
** Hilton Nashville Downtown Additional Property Specific Functions:**
* ** Must complete Hilton brand required trainings.** |
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