Hotel Front Desk & Guest Experience Pro

Hilton Los Angeles/Universal City; Los Angeles (CA); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

401(k) with company matching

Complimentary Employee Meals

Exclusive worldwide Hilton employee旅行?

Job summary

Hilton Los Angeles/Universal City is seeking a Front Desk Agent to welcome guests and manage check-in/check-out with warmth and efficiency.

The role interfaces with Housekeeping, Engineering, Bell/Valet, F&B, and Sales to ensure every stay meets brand standards; the package includes health benefits and travel discounts.

This full-time position requires strong guest service, cash handling, and PMS proficiency, with opportunities to upsell and promote hotel outlets.

Qualifications

• High school diploma or equivalent is required.
• Previous front desk or guest service experience in a hotel is preferred; experience in a full service or branded property is a plus
• Bilingual is a plus
• Exceptional guest service skills with a warm, polished, and professional demeanor
• Clear, courteous verbal and written communication skills, with the ability to interact confidently with guests, VIPs, and all hotel departments
• Proficiency with property management systems (PMS), credit card terminals, multi-line phones, and standard office software; ability to learn new systems quickly
• Accurate cash handling, payment processing, and basic math skills
• Ability to handle guest complaints calmly and diplomatically, using sound judgment and escalating when appropriate
• Strong attention to detail and the ability to multitask and maintain a sense of urgency during high-volume periods
• Commitment to guest privacy, data security, and hotel brand standards
• Dependable and adaptable, with the ability to work independently on overnight or low-staffed shifts

Responsibilities

• Greet every guest promptly and warmly, delivering a personalized arrival and departure experience in line with brand service standards
• Check guests in and out efficiently: verify identification and reservation details, confirm rates, room type, and length of stay, secure payment, issue room keys, and review final folios with guests
• Create, modify, and cancel reservations; manage room assignments, upgrades, special requests, and VIP, loyalty, and group arrivals
• Promote hotel outlets, amenities, and services, including restaurants, room service, valet, spa, and meeting space, and upsell room types when appropriate
• Answer the multi-line phone system in a courteous, professional manner; route calls, take accurate messages, and handle wake-up call requests
• Respond to guest requests, questions, and concerns; resolve complaints through service recovery and elevate to the supervisor or manager on duty when needed
• Coordinate with Housekeeping on room status, Engineering on maintenance requests, and Bell/Valet on luggage and vehicle needs to ensure seamless service
• Post charges, process payments, adjustments, and paid-outs accurately, and resolve billing questions in accordance with hotel policy
• Count and balance the assigned cash bank at the beginning and end of each shift and complete all required shift reports and closing procedures
• Read the logbook and shift notes at the start of each shift, and record and follow up on all guest, vendor, and team member requests
• Monitor arrivals, departures, and in-house reports throughout the shift to keep room inventory and guest information accurate
• Follow all key control, guest privacy, cash handling, and security procedures without exception, and respond to emergencies according to hotel procedures
• Keep the front desk, lobby, and back office clean, organized, and stocked with necessary supplies and materials
• Perform other duties as assigned by Management

Skills

PMS proficiency

Cash handling

Guest service

Communication

Multitasking

Education

High school diploma

Front desk experience

Bilingual

Job description

Hilton Los Angeles/Universal City is seeking a Front Desk Agent to welcome guests and manage check-in/check-out with warmth and efficiency.

The role interfaces with Housekeeping, Engineering, Bell/Valet, F&B, and Sales to ensure every stay meets brand standards; the package includes health benefits and travel discounts.

This full-time position requires strong guest service, cash handling, and PMS proficiency, with opportunities to upsell and promote hotel outlets.