Front Desk Agent

Front Desk Agent

At Canopy by Hilton Scottsdale Old Town, we believe every stay should feel like both a welcome pause in the thrill of travel and a familiar base in the heart of the destination. The Front Desk Agent plays an important role in delivering that experience by serving as a welcoming and knowledgeable point of contact throughout the guest journey.

This position is responsible for greeting and assisting guests, completing arrivals and departures, managing reservations and guest accounts, responding to requests and concerns, and providing accurate information about the hotel and surrounding area. The Front Desk Agent helps create a seamless and personalized experience while maintaining high standards of hospitality, professionalism, and service.

As a member of the Lodging Dynamics team, this role supports our culture of leading with heart, delivering exceptional hospitality, and creating memorable experiences for every guest.

Essential Job Functions

• Welcome guests in a warm, professional, and engaging manner while creating a positive first and lasting impression.
• Complete guest check-ins, registrations, room assignments, and check-outs accurately, efficiently, and in accordance with established hotel procedures.
• Manage reservations, including creating, modifying, and confirming reservations, while maintaining accurate guest and reservation information.
• Process guest payments, billing transactions, deposits, and other Front Desk financial transactions in accordance with established procedures.
• Respond promptly and professionally to guest questions, requests, and concerns, taking appropriate action and following up to support guest satisfaction.
• Resolve routine guest concerns and service issues within the scope of the position and escalate complex or unresolved matters to a Supervisor or Manager as appropriate.
• Answer, screen, and route incoming telephone calls and accurately relay messages or information as needed.
• Prepare for and assist with individual arrivals, group arrivals and departures, VIP guests, and other special accommodations or requests.
• Maintain accurate guest records and protect confidential guest and company information in accordance with hotel policies and applicable procedures.
• Maintain knowledge of hotel amenities, services, operating hours, promotions, and the local area in order to provide accurate information and recommendations to guests.
• Communicate and coordinate effectively with Housekeeping, Engineering, Food & Beverage, and other departments to support guest needs and efficient hotel operations.
• Follow established procedures for cash handling, shift balancing, key control, security, and Front Desk operations.
• Maintain a clean, organized, professional, and welcoming Front Desk and lobby environment.
• Follow all company policies, brand standards, safety procedures, and required operational guidelines, and complete all assigned training and compliance requirements.
• Perform other duties and special projects as assigned.

Skills & Abilities

This position requires strong guest service, communication, organizational, and problem-solving skills.

• Strong commitment to delivering exceptional guest service and creating positive guest experiences.
• Excellent verbal and written communication skills.
• Ability to interact professionally, courteously, and effectively with guests, team members, managers, and other individuals.
• Strong problem-solving skills and the ability to exercise sound judgment within the scope of the position.
• Ability to remain calm, professional, and service-oriented when responding to guest concerns or working in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities, interruptions, and guest needs while maintaining accuracy.
• Ability to work effectively as part of a team and maintain positive working relationships across departments.
• Basic computer skills and the ability to learn and effectively use hotel property management systems, reservation systems, email, and other required technology.
• Ability to learn and follow established hotel procedures, brand standards, and company policies.
• Ability to maintain confidentiality and exercise professionalism when handling guest, company, and team member information.
• Flexible availability, including the ability to work mornings, evenings, weekends, and holidays as scheduled.

Education

• None.

Experience

Required

• Previous customer service, hospitality, retail, or comparable experience.

Preferred

• Previous hotel Front Desk or guest services experience.
• Experience using a hotel property management or reservation system.
• Experience handling guest concerns, service recovery, reservations, payments, or cash transactions.

Work Environment

The work environment primarily includes the hotel Front Desk, lobby, and other guest-facing areas. The position regularly interacts with guests, team members, and hotel leadership in a fast-paced hospitality environment and may occasionally respond to unexpected guest needs, service concerns, or operational situations requiring prompt attention.

Physical Demands

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Frequently stand and walk for extended periods.
• Frequently move throughout the Front Desk, lobby, guest areas, and other areas of the hotel.
• Occasionally bend, reach, stoop, kneel, and perform other routine physical movements.
• Occasionally move Front Desk supplies, materials, and equipment as needed to perform the essential functions of the position.
• Operate computers, telephones, property management systems, and other Front Desk equipment.
• Communicate effectively with guests and team members in person, by telephone, and through written communication.
• Visually review guest information, reservations, reports, billing details, and other Front Desk documentation.

Benefits

Eligible Associates may participate in Lodging Dynamics benefit programs, subject to plan eligibility requirements, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Life Insurance
• Disability Insurance
• Employee Assistance Program (EAP)
• 401(k) with Company Match
• Paid Time Off (PTO)
• Holiday Pay Opportunities
• Hilton Team Member Travel Program
• Voluntary Benefits Including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance

Benefits are subject to eligibility requirements and plan terms and may change from time to time.

About Lodging Dynamics

Lodging Dynamics Hospitality Group is a national hospitality management company serving the hospitality industry for over 30 years! Lodging Dynamics operates a diverse portfolio of hotels across multiple states, including both independent properties and well-known brands such as Marriott and Hilton. Our work centers around our mission, "Make Money and Do Good." This mission focuses on elevating human dignity by providing exceptional services and opportunities to our team members, guests, and investors.