Front Desk Representative

At Hilton Garden Inn | CR Hotel #1 LLC in Cedar Rapids, IA, the Front Desk Representative plays a key role in creating a smooth, welcoming stay for every guest. This onsite position focuses on guest satisfaction, accurate front office operations, and dependable handling of guest information and transactions. You will also help drive occupancy and rate through thoughtful service and proactive sales support.

What You’ll Do

• Deliver the highest level of guest satisfaction by greeting guests promptly with a friendly, sincere welcome and providing attentive service to both guests and associates.
• Listen to guest requests, take appropriate action, and provide accurate information.
• Resolve issues quickly, efficiently, and courteously, using Service Recovery items as needed and addressing potential concerns proactively.
• Maintain accurate, current guest, room, and group event information, ensuring details are properly entered and communicated.
• Support an organized filing system by documenting purchases, reports, and tracking logs.
• Maintain guest and group requirement information, keep records up to date, and relay information as required.
• Deliver sales and upsell opportunities for company products and services.
• Maintain the proper key management system.
• Prepare arrival lists, assist with preregistration, and process advance reservations.
• Create and maintain reservation records, prepare confirmation letters, and promptly handle cancellations and modifications.
• Follow all cash-handling, check, and credit processes, including verifying credit card and required guest information.
• Operate and enter data into all Front Office computer systems, including property management, catering, Microsoft Office, and company-branded or similar systems.
• Stay current on procedures, activities at the company, local attractions, current events, directions, and local area information to support accurate front desk guidance.
• Perform pool monitoring as needed/required by state.
• Ensure lobby, front desk, and entrances are properly sanitized according to brand standards.
• Attend staff meetings as needed and complete other duties as assigned.

What You’ll Bring

• 2nd shift availability (3pm-10pm) Friday-Monday, with weekend availability mandatory.
• Customer Service-centric mindset.
• Ability to work well independently and as part of a team.
• Work with speed, accuracy, and attention to detail.
• Ability to perform in stressful, high-pressure situations.
• Ability to maintain confidentiality of guest information.
• Clear and thorough communication skills, plus strong problem-solving ability.
• Capability to follow directions thoroughly with minimal supervision.
• Ability to comprehend and use a computerized reservation system and assimilate complex information from multiple sources.
• Willingness and ability to work evenings, weekends, and holidays with flexible scheduling.
• Must be able to handle a crisis calmly and effectively, including upset guests, fire, tornado, armed robbery and assault, bomb threats, and accidents.

Tools You’ll Use

You’ll work with property management, catering, Microsoft Office, Front Office computer systems, and a computerized reservation system.

How You’ll Fit In

The team culture is guided by core values: GRATEFUL (for all we have and the service we provide), HELPFUL (to family, community, teammates, and guests), and KIND (to all, in everything we do).

Education: High school education or GED required.