Front Desk Agent – Guest Service

About the role

As a Front Desk Agent at Embassy Suites Phoenix Biltmore, you will be the first point of contact for guests, creating welcoming first impressions and ensuring smooth check‑in and check‑out experiences. You will represent the Hilton brand’s commitment to hospitality by delivering memorable service throughout each guest’s stay.

Key responsibilities

• Greet guests upon arrival, verify reservation details, assign rooms, issue keys, and provide welcome materials or bell‑service assistance.
• Process departures by confirming charges, handling payments, issuing receipts, and accurately using the point‑of‑sale system.
• Maintain thorough knowledge of hotel amenities, room types, rates, promotions, and local attractions to answer guest inquiries.
• Utilize up‑selling techniques to promote hotel services and maximize revenue.
• Respond promptly to guest requests, resolve concerns with care, and manage communications efficiently.

Required profile

• A genuine passion for hospitality and creating positive guest experiences.
• Integrity, teamwork, ownership, and a sense of urgency in daily tasks.
• Strong communication skills and a friendly, professional demeanor.

Required skills

• Proficiency with point‑of‑sale (POS) systems for payment processing.