Front Desk Agent

DoubleTree by Hilton South Bend

Join Our Team!

At DoubleTree by Hilton South Bend, we believe every guest deserves an exceptional experience from the moment they walk through our doors. Our 293-room, newly renovated full-service hotel is located in the heart of downtown South Bend and features more than 15,000 square feet of flexible meeting and event space, Baker's Bar &Grille, Starbucks, an indoor pool, fitness center, and direct skywalk access to the Century Center.

As part of the Hilton family, we are committed to delivering warm hospitality, outstanding service, and memorable guest experiences. We're looking for friendly, dependable, and service-oriented individuals who enjoy helping others and thrive in a fast-paced environment. If you have a positive attitude, strong communication skills, and a passion for hospitality, we'd love to welcome you to our team.

Position Summary

The Front Desk Agent is responsible for creating a welcoming first impression for every guest while delivering exceptional customer service throughout their stay. This position is responsible for guest check-in and check-out, reservations, handling guest requests, processing payments, answering phones, and supporting hotel operations while maintaining Hilton brand standards.

Essential Responsibilities

• Welcome guests with a warm, friendly, and professional demeanor.

• Complete guest check-in and check-out procedures accurately and efficiently.

• Receive, modify, and maintain guest reservations while ensuring compliance with credit card security standards.

• Collect payment information and process transactions accurately.

• Answer incoming telephone calls and respond to guest inquiries regarding hotel amenities, services, and local attractions.

• Assist guests with reservation changes, relocations, and special requests.

• Resolve guest concerns promptly and professionally, escalating issues when necessary.

• Communicate effectively with Housekeeping, Engineering, Sales, and other departments to ensure guest satisfaction.

• Respond to guest requests for maintenance or immediate assistance and communicate with the appropriate department.

• Document maintenance concerns involving guest rooms, furniture, fixtures, and equipment.

• Maintain a clean, organized, and professional front desk and lobby area.

• Perform routine cleaning of the work area, including dusting, vacuuming, mopping, and organizing supplies.

• Monitor front desk inventory and communicate equipment, repair, and supply needs to management.

• Follow hotel procedures for reporting and securing lost-and-found items.

• Assist other departments as operational needs require, including delivering guest items or assisting Housekeeping or Laundry when appropriate.

• Complete all required Hilton and property training.

• Follow all hotel safety, security, cash-handling, and operational procedures.

• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.

• Previous hotel or hospitality experience preferred.

• Minimum of one (1) year of customer service experience preferred.

• Basic computer proficiency and the ability to learn hotel operating systems.

• Strong verbal and written communication skills.

• Excellent organizational and time management abilities.

• Ability to multitask and remain calm in a fast-paced environment.

• Professional appearance and commitment to exceptional guest service.

• Flexible availability, including evenings, weekends, and holidays.

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift.

• Ability to walk and climb or descend stairs approximately 20% of the workday.

• Frequently bend, kneel, reach, twist, and occasionally crawl while performing job duties.

• Regularly lift, carry, push, or pull up to 20 pounds without assistance.

• Ability to perform repetitive motions, including typing and handling guest luggage or supplies as needed.

Why DoubleTree by Hilton?

When you join DoubleTree by Hilton South Bend, you become part of a team that values hospitality, teamwork, integrity, and professional growth. We offer competitive pay, Hilton Team Member Travel Program benefits, opportunities for advancement, comprehensive benefits for eligible team members, paid time off, and a supportive work environment where your contributions make a difference every day.

DoubleTree by Hilton South Bend is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other status protected by applicable federal, state, or local law.