Front Desk Agent

Job Description

Job Description

Job Summary:

Spark by Hilton in Matteson, Illinois, is seeking a friendly, dependable and guest-focused Front Desk Agent to join our team.

The Front Desk Agent is responsible for creating a welcoming experience for every guest—from arrival through departure. This position handles reservations, check-ins, checkouts, guest requests, payments and daily front-office responsibilities while following Hilton brand standards.

Previous Hilton hotel experience and familiarity with Hilton front-office systems are preferred. However, we will consider candidates with strong customer-service experience, a positive attitude and the willingness to learn.

Essential Duties and Responsibilities:

• Welcome guests in a professional and friendly manner.
• Complete guest check-ins and checkouts accurately and efficiently.
• Manage reservations, room assignments, cancellations and modifications.
• Verify identification, payment information and reservation details.
• Process cash and credit-card transactions accurately.
• Answer incoming telephone calls and respond to guest questions.
• Provide information about hotel services, amenities and the surrounding area.
• Respond promptly to guest requests, concerns and service-recovery situations.
• Communicate room status and guest needs to Housekeeping and Maintenance.
• Maintain accurate records, shift reports and front-desk documentation.
• Monitor hotel entrances and promptly report safety or security concerns.
• Support Hilton Honors members and follow applicable brand procedures.
• Maintain a clean, organized and professional front-desk area.
• Complete required Hilton and company training.
• Follow hotel policies, operating procedures and brand standards.
• Perform other duties assigned by management.

Preferred Qualifications:

• Previous front-desk experience at a Hilton-branded hotel.
• Experience using Hilton front-office, reservation or property-management systems.
• Previous hotel, hospitality or customer-service experience.
• Familiarity with reservations, guest billing and payment processing.
• Experience handling guest concerns professionally.

Minimum Qualifications:

• High school diploma or equivalent preferred.
• Strong customer-service and communication skills.
• Basic computer, email and data-entry skills.
• Ability to learn hotel systems and procedures.
• Ability to remain professional and organized in a busy environment.
• Ability to handle confidential guest and hotel information appropriately.
• Dependable attendance and punctuality.
• Ability to work independently and as part of a team.

Schedule Requirements:

Candidates must be available to work a flexible schedule based on hotel needs, which may include:

• Morning and evening shifts
• Weekends
• Holidays
• Occasional overnight shifts

Physical Requirements:

• Ability to stand for extended periods.
• Ability to perform repetitive computer and telephone work.
• Ability to lift, carry, push or pull up to 25 pounds when necessary.
• Ability to perform the essential duties of the position with or without reasonable accommodation.

What We Offer:

• Competitive pay
• Paid training
• Supportive team environment
• Opportunities for professional development and advancement
• Employee hotel discounts, subject to eligibility and company policy

If you enjoy helping people and would like to build your hospitality career with a Hilton-branded hotel, we encourage you to apply.

Spark by Hilton Matteson is an equal-opportunity employer. Employment decisions are made without regard to any characteristic protected by applicable federal, state or local law.