Front Desk Agent

Hilton Sandestin Beach Golf Resort & Spa; Miramar Beach (FL); On-site; USD 28,000 - 38,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee discount

Free daily meal service

Health insurance

Paid time off

Vision insurance

Job summary

Hilton Sandestin Beach Golf Resort & Spa is seeking a front desk/guest services associate to welcome guests, assist with check-in and check-out, and ensure a smooth and memorable stay. The role emphasizes outstanding guest service, accurate handling of payments, and knowledge of hotel operations.

Strong communication, multitasking, and a friendly demeanor are essential, as is the ability to work varying shifts in a busy resort environment. Prior hospitality experience is preferred.

Qualifications

• Previous customer service experience required.
• Excellent guest service and communication skills.
• Ability to greet guests and handle registration/check-in efficiently.
• Ability to upsell hotel services and promote programs.

Responsibilities

• Greet guests and complete check-in/check-out in the property management system.
• Assist guests with room selection, rates, and payment processing.
• Compile packets for booked reservations and add notes for check-in agents.
• Respond to inquiries, resolve issues, and maintain guest satisfaction.
• Provide information about hotel services, local area, and promotions.
• Maintain confidentiality and privacy of guest information.

Skills

Customer service

Communication

Attention to detail

Multitasking

Education

High school diploma or equivalent

Tools

PMS software

Job description

Why Hilton Sandestin Beach?

At Hilton Sandestin Beach, we believe that exceptional service begins with an exceptional team. To deliver the best experiences for our guests, we seek out talented individuals who share our passion and vision. Our team members are the driving force behind everything we do, and their dedication is what allows us to create memorable moments for every guest. By joining Hilton Sandestin Beach, you become part of a community of leaders focused on your personal growth and long-term success.

What We Offer

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Free daily meal service (lunch or dinner)
• Health insurance
• Paid time off
• Vision insurance

About the Role

To assist in checking in and checking out guests in the hotel’s continuing effort to deliver outstanding guest service and financial profitability to the owners of the hotel.

Essential Functions

• Greets guests and completes the registration/check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet, and ensuring guest knows location of room and/or has a bell person accompany him/her.
• Assists guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the Property Management System, handling cash money, processing credit and debit cards, accepting and recording various forms of payment, making change, and processing gift certificates and cards.
• Compiles packets for guests that have booked package reservations and adds messages to the reservation to prompt the check-in agent to give the guest the packet.
• Completes daily check lists and ensures that each task is completed thoroughly.
• Demonstrates a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge, and answer guest questions and inquiries.
• Uses up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Responds to guest inquiries and requests and resolves issues in a timely, friendly, and efficient manner.
• Fields guest complaints, conducts research, resolves and/or negotiates solutions for guest satisfaction and to help Stay Experience scores.
• Receives, inputs, retrieves, and relays messages to guests.
• Assists with other duties assigned by your supervisor which could include assisting PBX Operators, Reservations Agents, etc.
• Ability to stand for long periods of time, a minimum of eight hours.
• Uses e-mail to communicate with guests and/or hotel employees.
• Enrolls guests in the Hilton Honors program and meets monthly enrollment numbers

Supportive Functions

• Must possess the skill required to perform various secretarial functions if necessary.
• Must have the ability to work under pressure without letting that pressure show to the guest.
• Must possess good organizational skills.
• Must be able to concentrate, exert good judgment, and be flexible as the desk is a very busy area and the focal point of the hotel.
• Must have a good "telephone voice and manner."
• Must have basic math skills.

Job Knowledge, Skills, and Abilities

• Must have a friendly, congenial personality.
• Must have a cooperative attitude.
• Must have a willingness to work and be flexible in work scheduling.
• Must be a patient, courteous listener, and able to show empathy.
• Must exhibit energy and enthusiasm for the job and the facility.
• Must be able to work well with people including guests and team members.
• Must ensure the privacy of each guest.
• Must be able to make sound decisions which are sensitive to the guest’s needs.

Qualifications

Education

High school diploma or equivalent preferred.

Experience

Previous customer service experience required. Excellent guest service and communication skills.

Licenses and Certificates

No special licenses required.

More about the Company

Due to the seasonal and business nature of the hospitality industry, employees may be required to work varying schedules and hours to reflect the staffing needs of the hotel.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other tasks be performed when circumstance changes in the hotel (i.e.: emergencies, changes in personnel, workload, rush jobs, or technological developments.)

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.