What are the responsibilities and job description for the Front Desk Agent - Hilton Hotel position at RAR Hotel Management Inc?
FRONT DESK AGENT POSITION DESCRIPTION
POSITION SUMMARY:
The Front Desk Agent serves as the welcoming face and final point of contact for guests at both the Hilton Garden Inn and Homewood Suites, located on Ocean Bluff Ave in San Diego, CA 92130. This key role is central to delivering an exceptional and seamless guest experience through proactive service, hospitality, and professionalism.
You will engage with guests throughout their stay—answering questions, resolving concerns, and ensuring satisfaction at every step. Your friendly demeanor and attention to detail will help create memorable stays that reflect the quality and warmth of our brand.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This position supports both properties and requires flexibility. Front Desk Agents may be scheduled at Hilton Garden Inn or Homewood Suites, potentially during the same day or shift. Responsibilities may evolve at management’s discretion. Core responsibilities include but are not limited to:
Guest Service Excellence
Greet guests warmly and create a welcoming atmosphere upon arrival and departure.
Deliver consistent, friendly, and attentive service to ensure each guest feels valued.
Resolve guest concerns promptly, professionally, and with empathy.
Maintain a polished, professional appearance in full uniform and name badge.
Front Desk Operations
Perform check-in and check-out procedures efficiently and accurately.
Handle reservations—online, phone, and walk-ins—with attention to detail.
Follow all billing procedures for cash, credit card, check, and AR transactions.
Ensure confidentiality of all guest information and records.
Sales & Property Representation
Upsell rooms and packages as directed by the Sales Department.
Promote hotel amenities and local attractions to enhance the guest experience.
Confirm group reservations and coordinate special services for VIP guests.
Facility & Safety Oversight
Monitor cleanliness and safety of the front desk area and lobby.
Stock and maintain the Suite Shop and/or Pavilion Pantry.
Report security concerns or unusual activity to the appropriate manager.
Adhere to emergency protocols, SDS guidelines, and safe work practices.
Additional Responsibilities
Collaborate with Housekeeping to ensure rooms meet guest expectations.
Comply with key control and other security procedures.
Carry out other reasonable duties as requested by hotel management.
REQUIRED SKILLS & ABILITIES
Ability to multitask while maintaining attention to detail.
Strong communication and interpersonal skills with a guest-first attitude.
Proficiency in computer systems; experience with OnQ PMS is preferred.
Cash-handling and basic accounting skills.
Ability to work both independently and as part of a collaborative team.
Comfortable resolving issues in a calm and professional manner.
LANGUAGE SKILLS
Must be able to read and interpret safety protocols, operational documents, emails, and guest correspondence.
Strong verbal communication skills with guests, team members, and vendors.
Bilingual language skills are a plus.
EXPERIENCE & EDUCATION
High school diploma or equivalent preferred.
Minimum of one (1) year of front desk or customer service experience in a hotel setting is preferred.
Familiarity with hotel reservation systems (especially OnQ) is highly desirable.
WORK ENVIRONMENT & AVAILABILITY
The hotel operates 24/7, including weekends and holidays. Schedules may vary depending on business needs and may require flexibility in shifts or work hours. Some weeks may be under 40 hours, while others may exceed.