Front Desk Agent

A Front Desk Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

As Front Desk Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Front Desk Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that the Duty Manager is kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary
• Other duties as assigned by management

What are we looking for?
Front Desk Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm, efficient, and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in cash handling
• Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
• Conflict resolution experience

The pay rate for this position is $27.99/hr. *NOTE: The first three (3) months less one (1) day of your employment with the Company will be on a probationary basis (the “Probationary Period”). The Probationary Period is intended to give you the opportunity to determine whether your position with the Company meets your expectations. Therefore, pay will be subjected to 10% reduction for the duration of the Probationary Period*

ACCESSIBILITY Hilton Hotels and Resorts are committed to providing equality of services, access to facilities for all our guests. For more information on this hotel’s Accessibility for Ontarians with Disabilities Act (AODA) policy and plan please contact the hotel at AODA_Hiltons_In_Canada@hilton.com or call 1-844-217-AODA.