What are the responsibilities and job description for the Guest Service Agent position at Hilton Knoxville?
The Front Desk Agent serves as the first point of contact for hotel guests and is responsible for delivering exceptional customer service throughout the guest experience. This position manages guest check-ins and check-outs, processes reservations, answers inquiries, resolves guest concerns, and ensures accurate front desk operations. The Front Desk Agent plays a vital role in creating a welcoming atmosphere while maintaining the highest standards of professionalism, efficiency, and hospitality.
Essential Duties and ResponsibilitiesGuest Services
- Welcome guests with a friendly and professional attitude.
- Perform efficient check-in and check-out procedures.
- Verify guest information, payment methods, and room assignments.
- Respond promptly to guest requests, complaints, and special accommodations.
- Provide information about hotel amenities, services, local attractions, and dining options.
- Maintain a positive guest experience by resolving issues quickly and effectively.
Front Desk Operations
- Answer and direct incoming telephone calls.
- Process new reservations, modifications, and cancellations.
- Maintain accurate guest records using the hotel's Property Management System (PMS).
- Handle cash, credit card, and other payment transactions accurately.
- Balance cash drawer and complete shift reports.
- Coordinate room availability with housekeeping and maintenance departments.
Administrative Responsibilities
- Maintain confidentiality of guest information.
- Ensure registration cards and required documentation are completed accurately.
- Communicate important guest information during shift changes.
- Assist with daily reports and other administrative tasks as assigned.
Safety and Security
- Follow hotel policies regarding guest safety and security.
- Monitor lobby activity and report suspicious behavior.
- Respond appropriately to emergencies and follow established procedures.
- Protect guest privacy and company assets.
Job Types: Full-time, Part-time
Pay: $16.00 - $17.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Food provided
- Free parking
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Experience:
- Customer service: 1 year (Required)
Shift availability:
- Night Shift (Preferred)
- Day Shift (Preferred)
Work Location: In person
Salary : $16 - $17