Front Desk Agent

HILTON DURHAM NEAR DUKE UNIV; Durham (NC); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

401(k)

Disability insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Room Discounts

Employee Food and Beverage Discounts

Job summary

Driftwood Hospitality Management is seeking a Front Desk Associate to warmly welcome guests, manage registrations, process payments, and handle inquiries with accuracy and courtesy. You will balance the house bank, document charges, and assist with guest requests to ensure a seamless stay.

The role requires strong English communication, calculator skills, and the ability to operate a moderately complex computer system. A high school diploma is preferred, with hospitality experience a plus.

Qualifications

• Education/experience: high school diploma preferred; equivalent combinations of education and experience may be considered.
• Prior hospitality experience is preferred but not required.
• Strong calculator skills and ability to perform moderately complex calculations accurately.
• Ability to interact effectively with internal and external customers; demonstrate patience, tact, and diplomacy to resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to input information accurately using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Responsibilities

• Greet guests immediately with a friendly and sincere welcome; listen to understand requests, respond with appropriate action, and provide accurate information.
• Complete the registration process by inputting and retrieving information from a computer system; confirm pertinent information and assign rooms; code electronic keys as appropriate.
• Verify and imprint credit cards for authorization; handle cash and balance the house bank; post charges to guest accounts.
• Answer the telephone promptly in English; input messages and relay content to guests.
• Close guest accounts at check-out and ensure guest satisfaction; resolve issues per guidelines; escalate if needed.
• Field guest complaints and research effective solutions to resolve issues.
• Maintain neat corridors and service areas; follow company policies and safety procedures; report unsafe conditions.
• Assist other front desk personnel as needed; perform related duties as requested by supervisor/manager.

Skills

Customer service

Calculator skills

Interpersonal communication

English language proficiency

Computer data entry

Observation of emergencies

Education

High school diploma or equivalent

Job description

Overview

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

Responsibilities

• Greet guests immediately with a friendly and sincere welcome; listen to 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; confirm pertinent information including number of guests and room rate; assign rooms based on guest needs; code electronic keys, certificates, and coupons as appropriate.
• Verify and imprint credit cards for authorization; handle cash, balance the house bank; accept and record vouchers, travelers’ checks, and other forms of payment; perform arithmetic functions as needed; post charges to guest rooms and house accounts.
• Answer the telephone promptly using clear English; input messages, retrieve messages, and communicate content to the guest; retrieve mail and packages as requested.
• Close guest accounts at check-out and ensure guest satisfaction; research and resolve issues per established guidelines; escalate to a supervisor as needed.
• Field guest complaints and research effective solutions to resolve issues such as location changes or credit problems; assist in resolving price conflicts and routine facility issues; remain calm during emergencies and heavy activity; use judgment and discretion in planning steps.
• Maintain neat corridors and service areas; adhere to all company policies and safety procedures; follow fire prevention and emergency procedures; use protective equipment; report unsafe conditions, accidents, injuries, and property damage; maintain a neat, clean appearance as outlined in the team member handbook.
• Assist other front desk personnel as needed; perform any related duties as requested by supervisor/manager.

Qualifications

• Education/experience: high school diploma preferred; equivalent combinations of education and experience may be considered. Prior hospitality experience is preferred but not required.
• Strong calculator skills and ability to perform moderately complex calculations accurately.
• Ability to interact effectively with internal and external customers; demonstrate patience, tact, and diplomacy to resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to input information accurately using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Stand and move throughout front office; stand approximately 95% of shift.
• Lift up to 25 pounds; occasional twisting, bending, stooping, reaching, standing, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.