Front Desk Agent - Franchise

The Front Desk Agent is responsible for delivering exceptional guest service and creating a welcoming first impression for all guests at the hotel. This role manages guest check-ins and check-outs, handles reservations and inquiries, and ensures a seamless guest experience aligned with Hilton brand standards and the elevated hospitality experience of the Outset Collection. Greet guests warmly and professionally upon arrival and departure. Process guest check-ins, check-outs, room assignments, and payment transactions accurately. Respond to guest questions, concerns, and special requests promptly and courteously. Maintain knowledge of hotel services, amenities, local attractions, and dining recommendations. Handle phone calls, reservations, and email inquiries in a timely manner. Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction. Resolve guest issues professionally and escalate concerns when appropriate. Maintain accurate guest records and ensure confidentiality of guest information. Balance cash drawer and complete daily shift reports. Follow Hilton and hotel operational standards, policies, and procedures. Support upselling initiatives including room upgrades and hotel amenities. Ensure the front desk area remains clean, organized, and professional at all times. Previous hospitality, hotel, or customer service experience preferred. Professional appearance and positive attitude. Ability to multitask and work efficiently in a fast-paced environment. Basic computer proficiency and experience with hotel property management systems preferred. Ability to stand for extended periods and occasionally lift up to 25 pounds. Experience with Hilton systems or similar hotel management software. Bilingual or multilingual communication skills. Strong problem-solving and conflict-resolution abilities. Passion for hospitality and guest engagement. Front Desk Agents are expected to maintain the highest standards of service and professionalism representative of the Outset Collection by Hilton brand experience. Key Responsibilities. Qualifications. High school diploma or equivalent required. Strong communication and interpersonal skills.