Front Desk Agent

## Description

**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.**

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| **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

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| **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.** |