Front Desk Agent

HEI Hotels & Resorts; Austin (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical & Dental insurance

Vision insurance

Paid time off

401(k) with employer match

Hotel room discounts

Pet insurance

Job summary

HEI Hotels & Resorts is seeking a Front Desk/Guest Services Associate for the Doubletree by Hilton Austin to assist guests with arrival and departure, provide local information, and ensure a seamless check-in experience. You will input guest data, manage room assignments, and process payments with accuracy.

A courteous, professional demeanor is essential. Hotel experience preferred; strong communication and problem-solving skills are required.

Qualifications

• Hotel/front desk experience preferred.
• Excellent communication and interpersonal skills.
• Ability to stand, move around, and perform routine tasks.
• Strong mathematical ability for cashiering and balancing.

Responsibilities

• Greet guests with a friendly, sincere welcome and provide information on hours and local attractions.
• Complete check-in/out processes and input data into the system; assign rooms and manage rates.
• Verify and imprint credit cards; process payments and handle vouchers or cash as needed.
• Answer phone calls promptly and relay messages; retrieve mail and packages as requested.
• Resolve guest concerns and negotiate appropriate solutions to ensure satisfaction.

Skills

Customer service

Verbal communication

Attention to detail

Multitasking

Guest interaction

Job description

About Us

life insurance, vision insurance, paid time off, 401(k)

United States, Texas, Austin

Aug 31, 2026

The beautiful Doubletree by Hilton Austin will turn 40 years old this year, but with a new renovation, she is looking better than ever. The charming property, with its Spanish Colonial design and contemporary decor, makes it a great place for guests and associates looking for an upscale work experience.

We pride ourselves and creating a fun, but professional work environment with a culture of recognition, support, and respect. For many years we have maintained excellent associate feedback ratings and over 20% of our team members have 10 or more years with us. Managed by HEI Hospitality, we offer an exceptional benefit package including a robust and flexible paid time off plan available to you after only 90 days. We have a choice of 4 prominent healthcare plans with options to meet anyone's needs and are available to you the first of the month after you start. We maintain an industry-leading 401K plan with a generous employer match of 4% on every 5% you contribute with no vesting period.

Contact us soon to join our hotel family!

Compensation

Tipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

Overview

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. *Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. *Accept and record vouchers, traveler's checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.

• Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.

• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job-related duties as assigned.

Qualifications and Skills

• Hotel experience preferred.

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

• Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodation.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to observe and detect signs of emergency situations.

• Ability to establish and maintain effective working relationships with associates, customers and patrons.

• Effective verbal and written communication skills.

• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.