FRONT DESK AGENT

Position Overview: Responsible for taking care of guest requests and front desk/reception. Creating a positive and memorable experience for our guests by providing exceptional customer service, attention to detail and the ability to handle various tasks simultaneously.

Essential Job Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Greet guests with a warm and friendly demeanor upon arrival. Fulfilling requests, following special instructions, and adhering to established security and credit policies and procedures while using standards of service.

- Promote Hilton Hospitality and brand-specific marketing programs.

- Effectively communicate with other hotel departments to ensure seamless guest experiences.

- Address guest inquiries and resolve issues promptly, follow up ensuring complete guest satisfaction.

- Using computer system for most functions, select and block rooms for incoming guests; pre-register individuals or groups as required; assist in escorting VIPs as requested.

- Check guests out of the hotel in accordance with procedures; make change and post charges to guest accounts.

- Knowledgeable of room and rate availability for current and future dates to quote for guests.

- Handle safety deposit box requests; including distributing, giving access and closing procedures.

- Complete key packets and vouchers.

- Reconcile transactions at the close of shift and cash out with leader.

- Promote and upsell hotel services, packages, and loyalty programs.

- Answer phones according to service standards and within three (3) rings.

- Handle hotel emergency procedures and situations with professionalism.

- Collaborate with leadership to handle difficult situations and ensure guest satisfaction.

- Other duties and responsibilities as assigned.

- The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

- Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 2.4 in the Team Member Handbook for specific examples.

Qualifications

Qualifications, Job Knowledge, Experience, Skills, Abilities:

- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

- 4-year college experience preferred, in hospitality, business or foreign languages fields.

- Previous experience in customer service, front office, or hospitality related role is preferred.

- Proficient communication skills, both verbally and in writing, enabling effective interaction with guests and colleagues. Capable of responding promptly to guest requests.

- Proficient in using hotel management systems and basic computer applications.

- Competence in handling cash and credit card transactions.

- Preferred ability to speak foreign languages.

- Ability to multi-task and handle pressure during peak periods while maintaining service standards.

- No specific licenses or certificates are required for this role.

- Proficient in reading and interpreting documents such as safety rules, operating instructions, maintenance guidelines, and procedure manuals.

- Always upholds professionalism, exhibiting courtesy and respect towards guests and colleagues.

Physical requirements of the position and work environment:

- Must be able to walk, climb stairs.

- Must be able to bend, stoop, and crouch.

- Must use hands to reach, grasp, handle, push and pull.

- Must have good near and far vision.

- Must be able to hear, talk, smell.

- Must be able to lift & carry up to 50 pounds.

- Majority of duties are performed while standing and indoors.

- Noise level moderate.

Hilton Nashville Downtown Additional Property Specific Functions:

- Must complete Hilton brand required trainings.