Front Desk Agent

DoubleTree Suites by Hilton Charlotte SouthPark; Charlotte (NC); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Employee Assistance Program

401(k) with match

Employee discounts

Paid vacation

Paid sick time

Job summary

DoubleTree Suites by Hilton Charlotte SouthPark is seeking a Front Desk Agent to warmly greet guests and manage check-in/check-out processes. You will respond to inquiries, help with reservations and payments, and coordinate with housekeeping to ensure rooms are ready.

The role requires professional, detail-oriented service and strong guest relations to uphold brand standards. Ideal candidates have hospitality experience, proficiency with Microsoft Office and PMS systems, and the ability to

Qualifications

• Front desk experience or hospitality/guest service background preferred.
• Ability to manage check-ins/check-outs accurately and confidentially.
• Strong communication with guests and team members.

Responsibilities

• Greet guests warmly and manage check-in/check-out processes.
• Respond to guest inquiries via phone and in person with local information.
• Assist with reservations, payments, and room assignments.
• Coordinate with housekeeping and maintenance to ensure room readiness.
• Resolve guest concerns with professionalism and empathy.

Skills

Customer service

Communication

Attention to detail

Multitasking

Professional demeanor

Education

High school diploma

Hospitality coursework preferred

Tools

PMS software

Microsoft Office

Job description

The Front Desk Agent serves as the first point of contact for guests, playing a key role in creating a positive and welcoming experience from arrival to departure. This position directly influences guest satisfaction, brand perception, and overall operational efficiency through professional service and attention to detail.

Division DoubleTree Charlotte

The Front Desk Agent serves as the first point of contact for guests, playing a key role in creating a positive and welcoming experience from arrival to departure. This position directly influences guest satisfaction, brand perception, and overall operational efficiency through professional service and attention to detail.

How You’ll Shape The Experience & Future

• Greet and welcome guests in a warm and professional manner, setting the tone for an exceptional stay.
• Manage check-ins and check-outs accurately, ensuring seamless transactions and proper guest record management.
• Respond promptly to guest inquiries via phone and in person, offering information about hotel amenities and local attractions.
• Process reservations, payments, and room assignments while maintaining accuracy and confidentiality.
• Collaborate with housekeeping and maintenance teams to ensure rooms are ready for arrival and guest needs are met quickly.
• Address and resolve guest concerns with professionalism and empathy to ensure a positive outcome.
• Maintain a clean, organized, and professional front desk area that reflects the hotel’s standards of excellence.
• Provide concierge support by recommending dining, entertainment, and transportation options.
• Adhere to all hotel policies, safety, and security procedures.
• Ability to perform job-related physical activities, including standing or sitting for extended periods, lifting and carrying items as needed, and performing movements such as bending, twisting, and reaching to effectively complete duties.
• Other duties as assigned.

KEY STRENGTHS FOR SUCCESS

• Exceptional interpersonal and communication skills.
• High attention to detail and accuracy in handling guest records and financial transactions.
• Strong multitasking and problem-solving abilities in a fast-paced environment.
• Customer-focused mindset with a professional and approachable demeanor.
• Collaborative attitude and ability to work effectively with other departments.
• Adaptability to flexible scheduling, including weekends and holidays.

Professional Experience

• Previous experience in hospitality, customer service, or a front desk role preferred.
• Proficiency in Microsoft Office; experience with property management systems (PMS) is a plus.
• Demonstrated success in providing high-quality guest service in a dynamic environment.

ACADEMIC BACKGROUND

• High school diploma or equivalent required.
• Coursework or degree in hospitality management or a related field preferred.

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Position Requirements

Successful completion of a background check is required prior to employment

EOE Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.