Front Desk Agent - Doubletree by Hilton Berkeley Marina

Key Responsibilities

• Greet and welcome guests in a friendly, professional, and courteous manner
• Perform guest check-in and check-out procedures accurately and efficiently
• Verify guest information, process payments, and obtain proper authorizations, including incidental holds
• Manage room assignments, reservations, and modifications using the property management system (PMS)
• Respond promptly to guest inquiries, requests, and concerns, ensuring timely resolution
• Maintain knowledge of hotel services, amenities, and local attractions to assist guests
• Coordinate with housekeeping, engineering, and other departments to ensure guest satisfaction
• Handle cash, credit card transactions, and maintain accurate records in compliance with company policies
• Follow all brand standards, SOPs, and security procedures
• Maintain a clean, organized, and professional front desk area
• Support upselling opportunities and promote hotel services when appropriate

Qualifications

• High school diploma or equivalent required
• Previous customer service or hospitality experience preferred
• Strong communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment
• Basic computer skills; experience with PMS (e.g., OnQ, PEP) preferred
• Flexible schedule, including weekends, evenings, and holidays
• Ability to handle confidential information with discretion

Core Competencies

• Customer Focus & Service Excellence
• Attention to Detail & Accuracy
• Problem Solving & Conflict Resolution
• Teamwork & Collaboration
• Time Management & Organization

Experience

Required customer service