Qualifications: EDUCATION & EXPERIENCE
High school diploma or equivalent required; college coursework in hospitality, business, or a related field preferred.
Minimum of 2 years of hotel front office/guest services experience required (full-service hotel experience preferred).
Prior experience as a front desk lead, shift leader, or acting supervisor preferred.
Experience working with or alongside valet/parking operations in a hotel environment preferred.
Valid driver’s license with a clean driving record required.
Experience using a hotel property management system (PMS) required; experience with Hilton’s Property Engagement Platform (PEP) and Microsoft Office preferred.
Experience with cash handling, billing/folio review, and service recovery documentation preferred.
KNOWLEDGE, SKILLS & ABILITIES
Strong guest service orientation with the ability to remain calm, professional, and solution-focused in a fast-paced environment.
Working knowledge of front office procedures, including check-in/check-out standards, room assignment strategy, and guest communication expectations.
Ability to learn and effectively use a PMS and other hotel systems to complete transactions accurately and protect revenue.
Ability to support shift operations by coordinating workflow, prioritizing tasks, and providing guidance to peers (without direct supervisory responsibility).
Excellent verbal and written communication skills, including the ability to document issues clearly and deliver consistent shift pass-down.
Strong conflict resolution and service recovery skills with sound judgment and appropriate escalation to leadership.
Strong attention to detail and basic math skills to support accurate billing, postings, balancing, and adherence to cash handling standards.
Ability to maintain confidentiality and professionalism when handling guest information, payment details, and operational matters.
Ability to work flexible schedules, including evenings, weekends, and holidays; reliability and punctuality are essential.
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Ability to stand and/or walk for extended periods during a shift, with frequent movement between the front desk, lobby, back office, and other guest areas.
Frequent reaching, bending, and light lifting associated with office supplies, guest items, and operating standard front office equipment.
Ability to use a computer for extended periods, including repetitive keystrokes for reservations, billing, and guest communication.
Ability to lift, push, pull, and carry items (such as guest luggage, boxes, or supplies) up to 25 lbs occasionally.
Ability to communicate effectively in person and by phone, including listening carefully, speaking clearly, and reading written instructions and on-screen information.
Work is primarily performed indoors at the front desk and lobby areas, with occasional exposure to outdoor elements when assisting with guest needs at the entryway.
Frequent interaction with guests and team members in a public-facing environment requiring consistent professionalism and situational awareness.
Work environment may include moderate noise levels and frequent interruptions; the ability to maintain focus and accuracy is essential.
The environment fluctuates between calm periods and peak rushes (e.g., check-in/check-out times, group arrivals, events) where multitasking, prioritization, and teamwork are critical.
Maintaining a professional appearance and demeanor while delivering consistent, high-quality guest service throughout the shift.
Industry: Hospitality
