Front Desk Agent - Full Time

Front Desk Agent

Hilton Garden Inn Clackamas is seeking a professional, dependable, customer-focused Front Desk Agent to join our team. The ideal candidate is energetic, self-motivated, and committed to providing exceptional hospitality while creating memorable guest experiences.

Previous experience using Hilton's Property Engagement Platform (PEP) is strongly preferred. Candidates with prior Hilton brand experience or experience with other hotel property management systems who can quickly adapt to PEP are encouraged to apply.

Flexible availability is required, including evenings, weekends, holidays, and occasional overnight shifts.

Position Summary

The Front Desk Agent is responsible for delivering exceptional guest service while efficiently managing all front desk operations, including guest arrivals and departures, reservations, payment processing, Hilton Honors enrollment, and guest recovery. This role ensures every guest receives friendly, personalized service while maintaining Hilton brand standards and operational excellence.

Employee Expectations

• Deliver outstanding hospitality to every guest following Hilton's service standards.
• Provide professional, courteous, and personalized service to internal and external guests.
• Maintain confidentiality of guest and company information.
• Demonstrate reliability, professionalism, and accountability.
• Communicate effectively both verbally and in writing.
• Maintain a positive attitude in a fast-paced environment.
• Work collaboratively with Front Office, Housekeeping, Maintenance, Food & Beverage, and Management.
• Follow all Hilton Garden Inn and company policies and procedures.
• Be punctual, dependable, and flexible with scheduling.
• Represent Hilton Garden Inn Clackamas with professionalism at all times.

Essential Duties & Responsibilities

• Welcome guests in a warm, friendly, and professional manner.
• Perform efficient guest check-ins and check-outs using Hilton's Property Engagement Platform (PEP).
• Process reservations, room changes, extensions, cancellations, and guest requests accurately.
• Verify payment methods, authorize credit cards, and follow Hilton payment and fraud prevention policies.
• Assist guests with Hilton Honors benefits, Digital Check-In, and Hilton Honors enrollment.
• Answer incoming telephone calls professionally and respond to guest inquiries.
• Coordinate with Housekeeping regarding room status, arrivals, departures, and special requests.
• Coordinate with Maintenance to resolve guest room issues promptly.
• Handle guest concerns and service recovery professionally, escalating issues when necessary.
• Monitor room inventory, occupancy, oversell situations, room assignments, and availability.
• Process walk-in reservations while maximizing room revenue opportunities.
• Maintain accurate guest accounts and folios throughout each stay.
• Process cash, credit card, direct bill, and other payment transactions accurately.
• Balance cash drawer and complete required front office paperwork.
• Maintain knowledge of hotel amenities, local attractions, restaurants, transportation, and surrounding businesses.
• Ensure guest security by following Hilton identification, key control, and confidentiality procedures.
• Maintain cleanliness and organization of the front desk and lobby areas.
• Communicate effectively through pass-on logs, shift reports, and team communication tools.
• Assist with market sales, guest amenities, and other front office responsibilities as needed.
• Support hotel events and operational needs to ensure exceptional guest satisfaction.
• Follow emergency procedures, fire safety protocols, and hotel security policies.
• Perform additional duties as assigned by hotel management.

Preferred Qualifications

• Previous Hilton brand experience preferred.
• Previous experience using Hilton PEP (Property Engagement Platform) strongly preferred.
• Experience with OnQ, Opera, Skytouch, or other hotel PMS systems is a plus.
• Knowledge of Hilton Honors program preferred.
• Strong customer service and conflict resolution skills.
• Excellent verbal and written communication.
• Ability to multitask in a fast-paced hospitality environment.
• Strong attention to detail and organizational skills.
• Professional appearance and positive attitude.
• Basic computer proficiency, including Microsoft Office.

Minimum Requirements

• High School Diploma or GED.
• Minimum of 2 years of hotel front desk experience preferred.
• Previous experience with Hilton PEP strongly preferred.
• Must be authorized to work in the United States.
• Ability to work flexible schedules including mornings, evenings, weekends, holidays, and occasional overnight shifts.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift up to 30 pounds.
• Ability to bend, reach, push, pull, and carry supplies when necessary.
• Ability to use computers, telephones, printers, and other office equipment throughout the shift.

Why Join Hilton Garden Inn Clackamas?

At Hilton Garden Inn Clackamas, we believe hospitality starts with our team. We offer a supportive work environment where associates are empowered to deliver exceptional guest experiences while growing their hospitality careers with one of the world's most recognized hotel brands.

Hilton Garden Inn Clackamas is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable federal, state, or local law.