Front Desk Agent

A Front Desk Agent assists in daily Front Office operations and works with customers and Guests to serve their needs and provide an excellent customer service experience.

What will I be doing?

As a Front Desk Agent, you will play a pivotal role in delivering an exceptional guest experience from the moment of arrival. With a warm and welcoming demeanor, you will assist in the daily operations of the Front Office, ensuring that every guest receives prompt, courteous, and personalized service:

• Greet guests warmly and professionally upon arrival.
• Manage check-in and check-out procedures efficiently.
• Verify guest information and provide room keys and relevant details.
• Address guest inquiries, requests, and concerns promptly and courteously.
• Provide accurate information about hotel services, amenities, and local attractions.
• Ensure a high level of guest satisfaction through attentive and personalized service.
• Handle room reservations via phone, email, or in person.
• Update and manage booking systems accurately.
• Coordinate with housekeeping and other departments to ensure room readiness.
• Liaise with other departments (housekeeping, maintenance, concierge) to fulfill guest needs.
  Communicate special requests or VIP guest details to relevant teams.
  Attend daily briefings and contribute to team discussions.
• Process payments, issue receipts, and manage billing inquiries.
• Maintain accurate records of transactions and guest accounts.
• Handle guest complaints or issues with professionalism and empathy.
• Escalate unresolved matters to supervisors or management when necessary.
• Promote hotel services, upgrades, and special offers to guests.
• Identify opportunities for upselling to enhance guest experience and revenue.
• Maintain organized records and documentation.
• Manage incoming calls and emails efficiently.
• Ensure the front desk area is clean, organized, and welcoming.

What are we looking for?

https://jobs.hilton.com/apac/en/job/HOT0C240/Front-Desk-Agent