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Front Desk Agent

Department: 1 - Front Desk
Location: Miami, FL

·  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible. 

·  Anticipate guests? service needs, including asking questions of guests to better understand their needs and listening to guest preferences and acting on them whenever possible. 

·  Speak to guests and co-workers using clear, appropriate and professional language.

·  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the caller’s? name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

·  Thank guests with genuine appreciation and provide a caring farewell.

·  Process all guest check-ins by confirming reservations, assigning room, and activating room key.

·  Process all payment types such as room charges, cash, checks, debit, or credit.

·  Process all check-outs including resolving any late disputed charges.

·  Answer, record, and process all guest calls, messages, requests, questions, or concerns.

·  Follow up with guests to ensure their requests or problems have been met to their satisfaction.

·  Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

·  Communicate parking procedures to guest and dispatch bell staff or valet staff as needed.

·  Supply guests with directions and information regarding property and local areas of interest.

·  Run daily reports, identify any special requests and check reports for accuracy.

·  Assign rooms according to guest request and preferences whenever possible

·  Complete designated cashier and closing reports in the computer system.

·  Complete shift’s checklist. 

·  Balance and drop receipts according to accounting specifications.



·  Bi-lingual preferred

·  Basic computer skills

·  Highly motivated individual with strong leadership skills.

·  Experience with OnQ computer systems preferred.

·  Excellent time management skills

·  Strong organizational skills

·  Strong customer service orientation and skills

·  Must be self motivated and results oriented.

·  Creative problem solving skills


Hilton Garden Inn offers an engaging work environment and a total rewards program that includes: 

·  Opportunities for advancement and Career growth

·  Warm and supportive work environment

·  Earned Paid Time Off

·  Jury Duty and Bereavement Pay

·  Hotel Discounts

·  Competitive Wage and hotel position incentives


Comprehensive benefit package including: 

·  Medical, Dental and Vision Insurance

·  Voluntary Life Insurance and Short Term Disability Insurance

·  401(k)

If you meet the qualifications above, and are ready to join a winning team with outstanding benefits and opportunities for career growth.

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