Front Desk Clerk- Hilton Ocala

Front Desk Agent (Guest Service Agent)

Hilton Ocala | Meyer Jabara Hotels

Meyer Jabara Hotels has distinguished itself as an employer of choice, attracting innovative and talented hospitality professionals who deliver exceptional results. Our associates are empowered to reach their fullest potential while creating a differentiated guest experience and driving strong hotel performance.

Hilton Ocala is one of four Meyer Jabara properties in Florida. Our beautiful 196-room hotel features six spacious event rooms and a tented outdoor event space, making us a premier destination for weddings, meetings, and special events.

We are currently seeking a Front Desk Agent to join our team.

Position Summary

The Front Desk Agent is responsible for creating a positive first and last impression for every guest by providing exceptional customer service during the check-in and check-out process. This role supports hotel operations by handling reservations, guest inquiries, phone calls, payment processing, and ensuring a seamless guest experience throughout their stay.

Key Responsibilities

• Register guests in and out of the hotel in a prompt, courteous, and professional manner.
• Answer incoming phone calls using established hotel greeting standards.
• Book, modify, and manage guest reservations.
• Process guest payments according to company policies and procedures.
• Balance cash drawers and complete shift audits accurately.
• Upsell guestrooms and hotel amenities to maximize revenue opportunities.
• Assist with group arrivals and departures.
• Respond promptly to guest service requests and inquiries.
• Handle guest concerns and complaints professionally, escalating when necessary.
• Maintain accurate front desk logs, guest records, and operational reports.
• Monitor room availability, guest messages, and reservation status through hotel systems.
• Promote and enroll eligible guests in the Hilton Honors loyalty program.
• Review guest feedback and communicate service recovery opportunities to management.
• Notify supervisors of incidents affecting guest satisfaction or hotel operations.

Qualifications

• High school diploma or equivalent preferred.
• Previous hotel front desk experience preferred.
• Customer service experience strongly preferred.
• Fluent in English, both verbal and written.
• Second language skills are a plus.
• Experience with Hilton or other branded hotel systems is preferred.
• Strong communication, problem-solving, and interpersonal skills.
• Basic computer proficiency and ability to learn hotel operating systems.
• Ability to multitask and remain organized in a fast-paced hospitality environment.

Work Environment & Physical Requirements

• Work is primarily performed in the hotel lobby and front office area.
• Frequent standing and walking throughout the shift.
• Frequent bending, reaching, twisting, and handling office equipment.
• Ability to lift and carry items up to 50 pounds as needed.
• Regular use of computers, telephones, printers, copiers, key machines, and other front desk equipment.
• Ability to work flexible schedules, including weekends, holidays, and evenings.

Why Join Meyer Jabara Hotels?

• Growth opportunities within a respected hospitality company
• Supportive and team-oriented work environment
• Commitment to associate development and success
• Hilton travel benefits and hotel discounts
• Opportunity to be part of a high-performing Hilton-branded property

Employment is contingent upon the successful completion of a background check and any applicable pre-employment screenings, in accordance with company policies and all applicable laws.

Meyer Jabara Hotels is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.