Front Desk Agent

Hilton Nashville Downtown; Nashville (TN); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company in the hospitality sector, Hilton Nashville Downtown, seeks a Front Desk Agent who will ensure exceptional customer service for guests. This entry-level role involves greeting guests, managing check-in/check-out processes, and collaborating with hotel departments to enhance guest experiences. With a $500 sign-on bonus, this full-time position offers an opportunity for individuals passionate about hospitality to thrive in a vibrant environment.

Benefits

Health Insurance

401(k) Plan

Employee Discounts

Training Opportunities

$500 Sign-on Bonus

Qualifications

• High school diploma; hospitality or business degree preferred.
• Previous customer service experience; capable of prompt guest responses.
• Proficient in cash handling and hotel management systems.

Responsibilities

• Greet guests warmly and address inquiries promptly.
• Manage guest check-in and check-out processes effectively.
• Promote hotel services and loyalty programs to guests.

Skills

Customer Service

Communication

Multi-tasking

Attention to Detail

Education

High school diploma or GED

4-year college experience in hospitality

Tools

Hotel Management Systems

Basic Computer Applications

Job description

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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, 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

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