Front Desk Agent

Front Desk Agent

The Front Desk Agent is the first and last point of contact for guests, delivering a warm, personalized, and efficient experience from arrival to departure. This position manages check-in and check-out, reservations, guest accounts, and requests, and serves as the central link between guests and all hotel departments, including Housekeeping, Engineering, Bell/Valet, Food & Beverage, and Sales, to ensure every stay meets brand standards.

Pay rate: $23.20-$25.00 per hour

Medical, dental, vision insurance

401(k) with company matching

Complimentary Employee Meals

Exclusive worldwide Hilton employee travel discount program

And more

Greet every guest promptly and warmly, delivering a personalized arrival and departure experience in line with brand service standards

Check guests in and out efficiently: verify identification and reservation details, confirm rates, room type, and length of stay, secure payment, issue room keys, and review final folios with guests

Create, modify, and cancel reservations; manage room assignments, upgrades, special requests, and VIP, loyalty, and group arrivals

Promote hotel outlets, amenities, and services, including restaurants, room service, valet, spa, and meeting space, and upsell room types when appropriate

Answer the multi-line phone system in a courteous, professional manner; route calls, take accurate messages, and handle wake-up call requests

Respond to guest requests, questions, and concerns; resolve complaints through service recovery and escalate to the supervisor or manager on duty when needed

Coordinate with Housekeeping on room status, Engineering on maintenance requests, and Bell/Valet on luggage and vehicle needs to ensure seamless service

Post charges, process payments, adjustments, and paid-outs accurately, and resolve billing questions in accordance with hotel policy

Count and balance the assigned cash bank at the beginning and end of each shift and complete all required shift reports and closing procedures

Read the logbook and shift notes at the start of each shift, and record and follow up on all guest, vendor, and team member requests

Monitor arrivals, departures, and in-house reports throughout the shift to keep room inventory and guest information accurate

Follow all key control, guest privacy, cash handling, and security procedures without exception, and respond to emergencies according to hotel procedures

Keep the front desk, lobby, and back office clean, organized, and stocked with necessary supplies and materials

Perform other duties as assigned by Management

High school diploma or equivalent is required

Previous front desk or guest service experience in a hotel is preferred; experience in a full service or branded property is a plus

Bilingual is a plus

Exceptional guest service skills with a warm, polished, and professional demeanor

Clear, courteous verbal and written communication skills, with the ability to interact confidently with guests, VIPs, and all hotel departments

Proficiency with property management systems (PMS), credit card terminals, multi-line phones, and standard office software; ability to learn new systems quickly

Accurate cash handling, payment processing, and basic math skills

Ability to handle guest complaints calmly and diplomatically, using sound judgment and escalating when appropriate

Strong attention to detail and the ability to multitask and maintain a sense of urgency during high-volume periods

Ability to work effectively as part of a team and coordinate with other departments

Commitment to guest privacy, data security, and hotel brand standards

Dependable and adaptable, with the ability to work independently on overnight or low-staffed shifts

Work schedules are based on the operational needs of the business. Availability to work days, evenings, weekends, and holidays is required for this position.

Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. The role involves frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250lbs. often for extended periods. Must be able to maneuver around property. Must be able to sit for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment. May include exposure to high levels of ambient noise for prolonged periods, must be able to perform essential job functions effectively in such conditions.

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained as part of the orientation process.

Sun Hill is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.