Guest Experience Agent

Hilton Rochester Mayo Clinic Area; Rochester (MN); On-site; USD 21,000 - 30,000; Full time

Job summary

Hilton Rochester Mayo Clinic Area is seeking a dedicated front desk agent to warmly greet guests and ensure smooth check-in and check-out experiences in Rochester, MN. You will be a central resource for guest requests, offering local insights and personalized recommendations, while handling room assignments, payments, and reservations accurately.

Collaborate with housekeeping, maintenance, and leadership to meet and exceed guest expectations.

Qualifications

• Prior experience in customer service or hospitality preferred.
• Strong communication, computer, and multitasking skills.
• A passion for delivering exceptional service and a positive attitude.
• Ability to work a flexible schedule including weekends, evenings, and holidays.

Responsibilities

• Greet guests with warmth and professionalism, ensuring smooth check-in and check-out experiences.
• Serve as a central resource for guest requests, offering local insights, dining recommendations, and personalized service.
• Resolve guest concerns with empathy, urgency, and transparency, escalating issues when necessary.
• Handle room assignments, payments, and reservations accurately and efficiently.
• Collaborate with housekeeping, maintenance, and leadership to ensure guest expectations are met and exceeded.
• Keep lobby and front desk areas clean, welcoming, and fully stocked with relevant materials.
• Partner with all departments to create seamless guest experience.
• Promote wellness—for yourself, our team, and our guests—through thoughtful service and work habits.
• Foster an inclusive environment that honors our diverse guests and team members.
• Handle guest interactions, billing, and concerns with honesty and clarity.
• Put guest needs first, anticipating and exceeding expectations with every stay.
• Seek feedback, pursue learning opportunities, and contribute ideas to improve our service.

Skills

Customer service

Communication skills

Multitasking

Positive attitude

Education

Associates or higher in Hospitality & Resort Management

Job description

Hilton Rochester Mayo Clinic Area is seeking a dedicated front desk agent to warmly greet guests and ensure smooth check-in and check-out experiences in Rochester, MN. You will be a central resource for guest requests, offering local insights and personalized recommendations, while handling room assignments, payments, and reservations accurately.

Collaborate with housekeeping, maintenance, and leadership to meet and exceed guest expectations.