Front Desk Agent

Commonwealth Hotels; Panama City (FL); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with company match

SAME DAY PAY

Vacation, personal days, and holiday**

Hotel/food & beverage discounts

Online training courses

Job summary

Hilton Garden Inn Panama City Beach is seeking a Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent to join our team. The role involves welcoming guests, managing check-ins/outs, handling reservations, and promoting hotel amenities in a dynamic setting.

Ideal candidates will have customer-facing hospitality experience, strong communication skills, and proficiency with PMS systems. Flexible schedule including weekends and holidays is often required, with opportunities for growth

Qualifications

• Experience in customer-facing roles
• Strong interpersonal and communication skills
• Familiarity with reservation/PMS systems
• Ability to handle guest inquiries and solve problems
• Experience managing multiple tasks in a fast-paced environment

Responsibilities

• Check-in and check-out guests efficiently and warmly.
• Manage reservations, cancellations, and changes with accuracy.
• Respond to guest inquiries, complaints, and requests promptly.
• Handle payments for room charges, deposits, and refunds.
• Coordinate with housekeeping and maintenance to address needs.
• Provide information about hotel services and local attractions.
• Resolve guest concerns and escalate when needed.
• Maintain accurate records in the PMS system.
• Upsell rooms and hotel amenities to guests.
• Follow safety and security procedures and verify guest IDs.

Skills

Customer-facing

Interpersonal skills

PMS knowledge

Verbal communication

Written communication

Complaint handling

Multitasking

Hospitality experience

Flexible hours

Education

High school diploma or equivalent

Tools

PMS software

Job description

Join Our Team at the Hilton Garden Inn Panama City Beach!

Hilton Garden Inn Panama City Beach is seeking a Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent.

About Us:

Located in the heart of Panama City's business district, the Hilton Garden Panama City Beach offers a vibrant and welcoming atmosphere for both guests and employees. We are committed to delivering exceptional service with our modern amenities, comfortable accommodations, and a friendly team dedicated to making every stay memorable. Just minutes from the beautiful beaches and local attractions, including St. Andrews State Park and Tyndall Air Force Base, our hotel is the perfect place to grow your career in hospitality. If you are passionate about creating outstanding guest experiences and thrive in a supportive, team-oriented environment, we would love to have you join us at Hilton Garden Panama City.

Why This Role?

Working as a Hotel Guest Service Agent, Front Desk Agent or Front Desk Clerk at Hilton Garden Inn Panama City Beach offers the chance to be part of a dynamic, energetic team in a lively environment. The hotel values its staff, recognizing excellence and providing growth opportunities. You will enjoy working in a vibrant atmosphere with diverse guests and a welcoming, creative culture. It is a great place to thrive professionally while contributing to an engaging guest experience.

What’s In It for You?

• Comprehensive Benefits: Medical, Dental, and Vision
• Financial Perks: 401(k) with company match, SAME DAY PAY, and flexible spending accounts
• Time Off: Vacation, Personal Days, and Holiday Pay
• Exclusive Discounts: Hotel, food, and beverage savings for personal travel
• Professional Growth: Online training courses
• Additional Support: Employee Assistance Program, jury duty leaves, bereavement leave, and more

Key Responsibilities for the Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent include:

• Guest Check-In and Check-Out: Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Reservations Management: Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Payment Processing: Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Communication Hub: Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Providing Information: Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Problem-Solving: Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintaining Records: Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Promoting Hotel Services: Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.

What We are Looking for in a Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent:

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service
• Strong interpersonal skills and a focus on delivering exceptional service are essential.
• Familiarity with using computers and software systems, especially reservation or property management systems (PMS)
• Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner is an asset.
• Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the demands of the job.
• Hospitality or Front Desk Experience (Preferred)
• A high school diploma or equivalent
• Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.

Applicants should have the flexibility to work weekends & holidays

Why Commonwealth Hotels?

Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for our exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world‑class culture where great people deliver extraordinary results.

Explore Our Hotel:

https://www.hilton.com/en/hotels/pfnpcgi-hilton-garden-inn-panama-city/

At Commonwealth Hotels, we value diversity and are proud to be an Equal Opportunity Employer. Employment decisions are based on qualifications, merits, and business needs.

Join us in shaping the future of hospitality in Panama City Beach, Florida.