Front Desk Agent

Join to apply for the Front Desk Agent role at Hilton

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight guests and team members alike. The Front Desk Agent greets and registers guests, provides prompt and courteous service, and checks guests in and out while resolving any challenges throughout their stay. This role also promotes and upsells hotel services and ups, and you will be an integral part of ensuring guests receive an exceptional experience.

Responsibilities

• Complete the registration process by inputting and retrieving information from the computer system, confirming pertinent information including number of guests and room rates.
• Select rooms based on guests’ needs, code electronic keys, confirm the room number and rates with a written confirmation.
• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests.
• Ensure rooms and services are correctly accounted for within guests’ statements.
• Assist guests with check‑out payments or charges, accepting and recording vouchers, traveler’s checks and other forms of payment, converting foreign currency at current posted rates.
• Greet customers immediately with a friendly and sincere welcome, listen and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and special programs.
• Receive special requests from guests and respond or forward to appropriate team members.
• Answer telephone and email inquiries, input messages into the computer and advise other team members of special guests’ needs.
• Retrieve messages and communicate content to guests; retrieve mail, packages and facsimiles.
• Record guests’ complaints, research solutions and negotiate results.
• Resolve problems such as price conflicts or service issues in a calm and efficient manner, especially during emergencies or heavy activity.
• Plan and implement detailed steps using discretion and judgment.
• Actively participate in training and share new ideas for improvement.
• Maintain effective communication with Sales, Reservations, Business Development, and other departments.
• Apply Hilton brand standards consistently and act as a role model.
• Ensure accuracy of Fidelio data and report system issues to the appropriate parties.
• Follow up on outstanding accounts and maintain the efficiency of departure.
• Upsell rooms to higher rate categories and maximize revenue opportunity.
• Ensure compliance with Health & Safety, Emergency Management, cash handling, and credit policy procedures.
• Carry out any other reasonable duties and responsibilities as assigned.
• Maintain the day‑to‑day functions of the front desk including checklists, trace reports, and online backups.

Qualifications

Work Location : DoubleTree by Hilton Shah Alam

Schedule : Full‑time

Brand : DoubleTree by Hilton

Job Function : Guest Services, Operations, and Front Office

We are committed to equal opportunity employment and welcome applications from all qualified individuals.

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