Front Desk Agent

Hilton Southlake Front Desk Team Member

Driftwood Hospitality Management's company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

Hilton Dallas/Southlake Town Square is proud to be recognized as one of Hilton's premier properties in North America, consistently ranking in the top 10% for guest service and overall cleanliness. As a prestigious Connie Award-winning hotel, we feature 248 beautifully appointed guest rooms and more than 28,000 square feet of flexible meeting space overlooking the vibrant Southlake Town Square.

At Hilton Southlake, we believe exceptional hospitality starts with an exceptional team. That's why we foster a workplace culture built on recognition, connection, and shared success. Team members enjoy valuable perks including employee discounts at Hilton Hotels & Resorts, complimentary daily meals for AM and PM shifts, quarterly team celebrations, and a supportive environment where every contribution matters.

Team Member Experience at Hilton Southlake

Complimentary Meals All AM and PM shift team members enjoy free, freshly prepared lunches dailybecause delivering great service begins with feeling valued and cared for.

Quarterly Team Rallies Each quarter, our team comes together to celebrate achievements, share updates, and build momentum through engaging rally-style events that strengthen collaboration and team spirit.

Employee Recognition We proudly recognize outstanding performance through awards, shout-outs, and recognition programs that celebrate team members who consistently go above and beyond. Your hard work is seen, appreciated, and rewarded.

Monthly Family Breakfasts Once a month, we gather for a welcoming family-style breakfast that gives our team an opportunity to connect, recharge, and enjoy hospitality from the other side of the experienceHilton style.

Join Hilton Southlake and become part of a team that takes pride in delivering excellence while creating a positive, rewarding experience for every team member.

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel's high standards of quality.

Essential Job Functions

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ensure guest's satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to supervisor/manager.
• Reports accidents, injuries, near-misses, property damage or loss to supervisor.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by supervisor/manager.

Qualifications

Knowledge, Skills & Abilities

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.
• Prior hospitality experience preferred, but not required.
• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Ability to read, listens, and communicates effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Stand 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

Source: Driftwood Hospitality