Front Desk Agent

Job Description

Job Description

Description:

A career in hospitality has something for everyone, with opportunities tailored to your unique skills, passions and goals. Whether you're just starting out or ready to take the next step, now is the perfect time to start building your future. Our team members work at the heart of Hilton's mission: to spread the light and warmth of hospitality. Be part of the driving force, delivering exceptional, heartfelt experiences that make the stay for every hotel guest—every day.

ABOUT HILTON

Our hotel teams are the heart of Hilton—filling the earth with the light and warmth of hospitality. These Team Members create exceptional experiences at our hotel for every guest, every stay, every day. From cocktail crafting to poolside hosting, all our hotel Team Members are ultimate stay creators. When you join our hotel team, you become a key part of creating meaningful, memorable stays—while building a rewarding career that's uniquely yours. We’re here to support your growth every step of the way.

What It Takes to "Make the Stay

Hilton's six core values define what it takes to succeed here and guide the qualities we look for in every team member:

• A passion for spreading the light and warmth of H ospitality . 
• Acting with I ntegrity and always doing the right thing. 
• Inspiring others through L eadership . 
• A belief that T eamwork drives the best outcomes. 
• A sense of O wnership and accountability. 
• A focus on the N ow , bringing urgency and discipline to every moment, knowing it can make a lasting impact.

About the Hotel

Conveniently located on the border of Edina and Bloomington at the intersection of Highway 100 and I-494, this DoubleTree By Hilton is an independently-owned and operated franchise hotel that continues to remain one of the most well-known full-service hotel and convention centers in the southern Twin Cities Metro.

About the Hotel Operations Team

Our Guest Services team plays a key role in driving operational and service excellence across the entire property by ensuring that front desk, night audit, and bellstand/shuttle van operations positively impact Stay Experience scores, revenue goals, financial performance, long-term business objectives, and the overall success of the property.

Exceptional Hospitality Starts with You!  

Picture yourself brightening someone’s day. When you join one of our franchised Hotels team, that’s exactly what you’ll do every time you come to work! As a Front Desk Agent , you’re not just creating an elevated arrival and departure experience – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

POSITION SUMMARY

The Front Desk Agent reports directly to the Assistant Front Desk Manager. As the hotel's front-line ambassadors for ensuring a positive Stay Experience, this highly-visible position creates a welcoming presence in the lobby and active engagement with hotel guests, team members, vendors, suppliers, park-and-fly customers, and other visitors of the hotel. The Front Desk Agent is responsible for delivering a seamless check-in and check-out process while supporting the day-to-day guest service needs and the hotel’s general hotel operations by ensuring consistency and excellence in service delivery for hotel guests.

• Deliver a warm welcome: Greet guests with enthusiasm and sincerity upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance, ensuring they feel cared for and valued from the moment they enter the lobby
• Enhance guest stays: Engage guests in conversation to understand the purpose of their visit, identify and address any unanticipated needs, and offer personalized service to elevate their experience
• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• Provide expert guidance: Share thoughtful and personalized recommendations on property amenities and local attractions
• Provide hotel and local knowledge: Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries
• Support efficient check-out: Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
• Remain calm and alert: Maintain composure and poise during high-traffic or emergency situations
• Resolve issues with care and urgency: Take ownership of guest concerns, coordinating with appropriate departments as needed to for efficient and discreet resolution
• Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications

• Must have reliable transportation to and from work
• Must report to work on time
• Must be present and able to work all shifts on-site
• Must have availability to work weekends, including Fridays, Saturdays, and Sundays
• Must be able to work the necessary hours and a rotating schedule to meet the operational needs of the business, including days, weekends, holidays and key events
• Must be at least 18 years old
• Must be currently eligible to work in the United States of America and able to present required identity and employment authorization documents as required to complete the Form I-9, Employment Eligibility Verification, on the first day of employment.

AVAILABILITY

Double Tree Bloomington Minneapolis South operates seven days a week, 24 hours a day. At times it may be necessary to move you from your accustomed work day, to include Holidays, or time of work if business or task assignments demand. In addition, it should be understood that business needs determine the amount of hours per week that you will work and that hours may fluctuate each week based on the needs of a 24/7 operation, including days, nights, overnights, weekends, and holidays.

KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the knowledge, skills and abilities and be able to explain and demonstrate they can perform the essential functions of the job, with or without reasonable accommodation, or using some other combination of knowledge, skills, and abilities. 

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

BENEFITS & PERKS

• Health, Dental, & Vision Coverage
• 401(k) Retirement Savings Plan
• Vacation/Sick Days
• Paid Holidays
• Employee Referral Bonus Program

DISCLAIMER

This job summary is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept an offer of employment for this position, you will be employed by a franchisee and not by Hilton. You will not be eligible for compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee. This position is subject to the terms and provisions of a Collective Bargaining Agreement between UNITE HERE Local 17 and Double Tree Bloomington Minneapolis South.