Front Desk Agent

About Hilton Sandestin Beach

Hilton Sandestin Beach prides itself on exceptional service driven by a dedicated team committed to creating memorable guest experiences. Joining this team means becoming part of a leadership community focused on personal development and long-term career growth.

Benefits Offered

• 401(k) retirement plan with matching contributions
• Dental insurance coverage
• Employee discounts available
• Complimentary daily meal (lunch or dinner)
• Health insurance options
• Paid time off
• Vision insurance

Position Overview

The Front Desk Agent is responsible for welcoming guests during check-in and check-out, ensuring an outstanding customer experience, and contributing to the hotel's financial success.

Primary Responsibilities

• Welcome guests and handle registration/check-in procedures, including data entry, confirming guest information and rates, room selection, issuing electronic keys, promoting hotel marketing programs, and providing welcome information.
• Assist in the check-out process by ensuring proper billing, handling various payment methods including cash and cards, and processing gift certificates.
• Prepare packets for guests with package reservations and notify check-in agents accordingly.
• Complete daily checklists thoroughly to maintain operational standards.
• Have detailed knowledge of hotel offerings such as room types, rates, promotions, and local area information to respond effectively to guest inquiries.
• Use up-selling techniques to promote hotel services and increase occupancy.
• Address guest questions, requests, and complaints promptly and courteously to maintain high satisfaction.
• Receive and relay messages to guests as needed.
• Assist other departments such as PBX and Reservations as assigned by the supervisor.
• Be able to stand for long durations (minimum eight hours).
• Use email to communicate with guests and hotel staff efficiently.
• Enroll guests in the Hilton Honors loyalty program and achieve monthly enrollment targets.

Additional Supportive Functions

• Perform secretarial tasks as needed.
• Maintain composure and professionalism under pressure without showing stress to guests.
• Demonstrate strong organizational abilities.
• Concentrate and exercise good judgment in a fast-paced, high-traffic desk environment.
• Exhibit a pleasant telephone manner.
• Possess basic mathematical skills required for cash handling.

Required Skills and Personal Attributes

• Friendly and approachable personality.
• Team-player attitude with flexibility in scheduling.
• Patience, courtesy, and empathy when interacting with guests.
• Energetic and enthusiastic about the role and hotel.
• Effective interpersonal skills for engaging with guests and colleagues.
• Commitment to guest privacy and discretion.
• Ability to make thoughtful decisions sensitive to guest needs.

Qualifications

• Preferred education: High school diploma or equivalent.
• Experience: Prior customer service experience required with excellent communication and guest relations skills.
• Licenses: No special certifications required.

Additional Information

Due to the hospitality industry's seasonal and dynamic nature, employees may have variable schedules to meet hotel demands. The listed duties are comprehensive but not exhaustive; management may assign tasks as necessary in response to operational changes. The hotel is an equal opportunity employer committed to nondiscrimination based on race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or other protected characteristics under applicable law.