Hilton Front Desk Agent- 3-11pm shift

About the role

Hilton Melbourne Beach Oceanfront is hiring a Front Desk Agent to be the primary point of contact for guests during the afternoon and evening hours, ensuring a welcoming and seamless check‑in and check‑out experience. The role involves maintaining high standards of customer service, addressing guest inquiries, resolving issues promptly, managing reservations, processing payments, and providing information about hotel amenities and local attractions. Collaboration with housekeeping, maintenance, and management teams is essential to coordinate room availability and address guest needs efficiently.

Responsibilities

• Greet and welcome guests upon arrival, providing a friendly and professional first impression.
• Check guests in and out efficiently using the hotel’s property management system, ensuring accuracy in billing and room assignments.
• Respond promptly and courteously to guest inquiries, requests, and complaints, escalating issues to management when necessary.
• Manage reservations, cancellations, and modifications while maintaining up-to-date knowledge of room availability and hotel policies.
• Coordinate with housekeeping and maintenance teams to ensure rooms are ready and guest concerns are addressed in a timely manner.
• Provide guests with information about hotel services, amenities, and local attractions to enhance their stay experience.
• Handle cash and credit‑card transactions, maintaining accurate records of all financial exchanges at the front desk.
• Maintain a clean and organized front desk area, ensuring all materials and supplies are stocked and accessible.

Minimum Qualifications

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably in hospitality or front‑desk operations.
• Basic computer skills and familiarity with property management systems or reservation software.
• Excellent communication and interpersonal skills.
• Ability to work the 3‑11 pm shift consistently, including weekends and holidays as needed.

Preferred Qualifications

• Experience working in a hotel or hospitality environment.
• Proficiency in multiple languages to assist a diverse guest population.
• Knowledge of Hilton brand standards and customer service protocols.
• Certification in hospitality or customer service training programs.
• Strong problem‑solving skills and the ability to remain calm under pressure.

Skills

• Effective communication and computer proficiency for managing guest interactions and operating reservation systems.
• Customer service skills to create a welcoming atmosphere and handle guest concerns with empathy and professionalism.
• Organizational skills to maintain an orderly front desk environment and ensure accurate record‑keeping.
• Multilingual abilities and hospitality certifications (preferred) to serve a diverse clientele and uphold brand standards.