front desk agent

cook

line cook

room attendant

hotel housekeeper

DoubleTree by Hilton

   This is an in-depth review of what it was like to work at Doubletree by Hilton as a Banquet Server/Setup Crew Member. It's lengthy and talks about aspects of work you might value.

Let's start with the upsides
 
   Pros:
        -Free Food: In some of the events, like weddings or baby showers, there would be a buffet in the room where people could come up and grab some food, like pieces of chicken or maybe some beef. Whenever it was time to take the food out from the buffet, we would bring it to the kitchen, where they would wrap up whatever was salvageable and use t for lunch or dinner for the employees at the hotel.

     -Atmosphere: During the shifts where there was a wedding going on, there would be a DJ playing music and throughout the event, it would give the employees something to listen to and would make the whole atmosphere of the wedding more enjoyable.

Now it's time for the downsides

   Cons:
     -Low Income with No Overtime: At first, the starting wage might seem a little decent. When I first got hired there, I started off with $12/hr., which seemed alright at first. After working there for a few weeks, however, the number of hours I could work there were really limited. First, I started to notice that wasn't working many days, and that was because the number of days that we could work was determined by what events we had going on throughout the week. Because I was hired in November, and no one wants to have a wedding when it's cold out, I went many weeks with little to no income. I was slowly losing money while working there, and my best paychecks barely covered my monthly bills with some spending money left over. Also, there is no overtime, so even when you do get a good week with good hours, the maximum number of hours you would be able to work is limited to 40.

     -Inconsistent Scheduling: During the time I worked there throughout the summer, there were many events where I had a shift where I would work from 3 p.m. until 1 a.m. and sleep for 5 hours before going back to work the same morning. I would come to work feeling like a zombie and after a while, it started to add on to the pile of reasons of why I hated working there. You're also only scheduled on a weekly basis, so you don't know what days you'll be working 2 weeks in advance. This makes it hard to plan around your schedule if you want to hang out with friends next week or have to visit family who are out of state.

     Poor Management: I am going to make a list of experiences I had to go through while working there that were caused by my GM that made working there a nightmare:

  *  I only had a small number of hours I could work at the time and there was an opening at the front desk. I wanted to work part time at the front desk in order to make up for the hours I didn't have. I asked the GM who was in charge of the Front Desk Department if I could work part time there and he was totally fine with it. The next step was to ask my GM if I could work at the front desk to make up for lost hours, and she said they had to discuss it with the other GM first. After a short while, I was in a room setting up an event with her and another coworker, and she started insulting me, telling me I wasn't prepared to work at the front desk and so on, and I was confused. I wasn't that assertive at the time, so to make her stop I ended up promising her I would stay until there were more staff in the banquets department and because of that, I lost my chance at making a steady income.

   *  I made a mistake and took a linen off a table I wasn't supposed to. It was at the end of a wedding, and we were almost done with tearing down the event, and all that was left was to take linen off the tables and remove tables and chairs. I was taking linen off the tables, and I saw dirty linen on the tables that were used for the bars out in the foyer. Thinking nothing of it, I decide to take them off and dispose of them. Little did I know, the linen needs to stay on the tables in the foyer because I guess it looks bad to the 1 or 2 rogue guests who decide they want to roam around the empty Baquet Hall and, by chance, see the bare tables left from the previous night. It could just be seen as a mistake and be dismissed of, but instead, while everyone is heading to clock out, he pulls everyone back to let them know I had REMOVED THE LINEN FROM THE TABLES IN THE FOYER AND WE MUST ALL NOW MOVE THEM. Letting them know I had made a mistake and punishing them for it was used a tactic to get them mad at me and get me ostracized from the group.

   *  To try and make some extra income, I made it my goal to become a bartender for the banquet hall. I had asked my GM what I would have to do in order to become a bartender and she told me that first, I would have to study all the types of alcohol that were included in the bar packages, how to mix the different kinds of drinks, learn where everything was stored. After weeks of studying the bar menu and how to make different drinks, she told me she was only going to hire bartenders with previous experience from then on. Not even a day later, she has a coworker who wasn't even interested in working as a bartender bar backing for the bartenders for the wedding I was working at. Bar backing was the next step in the process of becoming a bartender, where you learn where everything is. She had passed the opportunity off to someone else instead of the guy who she knew wanted it.

     Minimal Effort from Coworkers: A part that contributed to my suffering there was the fact that there was a minimal effort from coworkers to get the work done. I felt like I was always in a rush trying to set up the rest of the event while everyone was on a slow burn of a work pace. I would always try to help out in whatever way I could because I thought I would come to need the help of others someday. 
   It was a wedding I wasn't I was assigned to that finally made me put in my 2-weeks. I was supposed to help out at a buffet at the wedding next door since someone called in that day, but a coworker prone to emotional outbursts was upset that I wasn't helping her in her room, and after the coworker I was supposed to be helping promised me he would be okay, I go to help out at the other wedding to find that they don't even need help. To avoid any more drama, I calm myself down and help out anyway. Later that night, the emo coworker isn't working, and I ask for her help, but she doesn't give me it. I am then forced to ask my other coworkers, who I had helped previously and were just talking with each other in the back hallway. Some of them stayed silent and one of them even flat out refused, giving no reason for it, and I was always nice to her and helped her out. This was when I realized no one was going to help me out no matter how much I helped them. And that's when I put my 2 weeks in and quit.

                                     SUMMARY:

   Working here kind of traumatized me and for months, I had felt bitter about working there. How used I felt from people asking favors from me and not willing to help me when I really needed it. How my manager harassed me with no repercussions and all the time I wasted, slowly losing money with no future there. This isn't a place I would come back to but if you're desperate for money and are still considering applying, it's a high turnover rate and easy to get hired.

The Hilton Doubletree of Bend is in my opinion, is a lack- luster hotel. This managing company operates on a scant budget. The worst part is that they are trying to comply with “Hilton” standards and fail miserably. They lack not only amenities, but manpower. Our outlet in particular, was basically self directed(very little oversight) 
 If you are committed to a high level of guest service, I highly discourage you from working here. You will always fall short. Anticipation of guest needs would not be the mantra here. This is a reactive environment, not a proactive one. For example, they claim to have room service at the Bend location.Unfortunately, none of the workers in the outlet know how to execute a room service order. Presentation of items were not streamlined with menu descriptions. Items stated on menu were often not comparable with those delivered. The menu was outdated and items were no longer available! To make matters worse, their senior employee of nearly eighteen years did not know how to even call a guest to let them know we did not have  specific items available! I took care of it by simply stating we were “updating” our menu and letting the guest know how “sorry” we were. This is how we finess the guest. Foreign to this crew. Orders quite often were a half hour late!!!  Unfortunately, the worker putting the order together does not know the standard because they don’t take pride in their job enough to learn! As a result, a lot of brand bashing goes on. For example, I saw a worker put our house coffee in a Starbucks cup. They did the same thing with a parfait! These people do not even know how to charge the guest the correct amount for a service charge  and would just fill in the gratuity  for any amount they fancied! 
   Our outlet  features Starbucks coffee beverages Nobody, not a single person in the outlet knew how to make a drink congruent with the Starbucks standard. These poor guests would have to give a ten minute dissertation as to how they would like their coffee. Very frustrating upon waking when all you want is your coffee.!!! Look, these are just a few examples. Really though, this is what you have to look forward to every day! On top of this, the guest will also often be told”no”(is this not the cardinal sin of the hospitality industry)

   This is no place for the high level achiever. You will never be able to implement your expertise and your talent won’t be appreciated. It is so tough to watch the guest get second rate service when your a first class proveyor of this craft! You will do all of the work. Your co-workers are so inept, they will not even realize this! Their will be little reward for a job well done. Yep. Your gonna have to share the money you earned! It’s funny too, how your co workers become very  jealous when a guest hands you money for a job well done! They somehow feel entitled to the money you earned. With that said, if you are a merit minded worker, stay clear!!! This is a tenure style work place where time has dominion over quality! It is easy to “fly under the radar “ with a low work/ rate ratio!

I have been working here for 5 months now and I came to the conclusion fairly quick as to why there were so many spots open when I first applied. The GM let me know that turnover rate was high due to new management stepping in, however I have started to suspect that is not the case. The training is adequate, but not excellent, and very surely not up to the standards the management team expects us to perform at. I have come to learn the job only because at every turn I don't know there is a mistake until it gets brought up in meetings. The mistakes that me and the other Front Desk Agents make are due to not having the tools required to succeed. Not enough help with high arrivals, not having rooms that are ready to be rented due to bad A/C, bad cleaning, and old TV's that barely work. We are expected to "Make It Right" with guests while having continuous issues, and when such a mistake is made, about 3 or 4 people at a time run around trying to fix it, waiting for the other to give each other permission on what to do. Each employee here is terrified of the consequences that the GM is going to do. Overall, with the mistakes that get done due to not enough proper training, also guest being upset about the renovation and issues with the room, I would think the management staff is more forgiving however there isn't a day I walk in there without being stressed out of my mind about a mistake that quite frankly, can be very human but the reaction I get from management is that I took a breath in the wrong direction.

Really the only thing that brings me to write this review is that there is no direction to make it better. Nothing has changed. Renovations are still in place, scores are still low due to miscommunications with departments (usually due to the even higher turnover rate at the restaurant), and guidelines that keep us at the front desk from providing the guest experience that our management team expects. There is no direction that will get us "there" with the problems our management team is frustrated over, and that is why I'm frankly never working for this property again if I can help it.

We get fed, and we have medical, dental, and vision for $40 a check. Other than that, I have little incentive to come to work. I work 40+ hours a week here and I can honestly say I make maybe 1 mistake a week, with 400+ arrivals I do by myself, not including the rest of the front desk. The number of mistakes goes lower and lower. However, for all the effort I put in, and for the very stressful job environment, only to be met with "you did this wrong today, you can't keep doing this, this is a real important problem that needs to be fixed, you're responsible for the whole guest experience while not being able to communicate with the other departments properly as you cannot step out of the front desk."

This is not worth 9.00 an hour.

They fire anyone who goes above and beyond, puts in extra effort, or cares about their job. No one is safe, not even managers. They have taken a team that works together like a family supporting one another across departments and turned it into a toxic, paranoid, look over your shoulder place to work. They have recently installed over 500 security cameras just in employee areas not for safety but to watch everyone all the time. The HR department is not a place to go for help or support it’s a place to fear and avoid because they may be coming for you next. It doesn’t how long you have worked for the company, 28 years, 16 years, 12 years, 8 years, 2 years, 6 years, you could be fired tomorrow. No goodbye, no thank you for all your hard work, and no explanation to the friends and coworkers left behind they are just gone. And you may be next. They took away 401K, they offer benefits just don’t actually try and use them because you will be denied when you need them most. 
Doctors notes for sick days don’t matter, only the time clock matters, and it will be scrutinized by people who are on salary and don’t ever have to worry about clocking in or out. Your personal family business doesn’t matter, traffic doesn’t matter, your health doesn’t matter, just be here on time without exception, but no more than 5 min early on property, and don’t stay on property more then 5 min after you clock out. 
There is no communication from management not even with each other and certainly not to subordinate employees. Just reaction, last minute emergency, immediate fixes, and scrambling to make everything look good on the outside when it’s rotten beneath the surface. Health Inspections, Q&A Inspections, Visits from the Owner and property manager are all covered up temporary fixes to trick them into not seeing how terrible everything is underneath. The reality is they have fired everyone who gave blood sweat and tears to keep the place running, spend 40 million dollars but didn’t make one improvement or update to the back of the house, every employee area is dirty, dank, miserable, old, and either unbearably hot or freezing cold because they just do not care about their employees at all and they definitely do not trust them. This is an awful, toxic, disgusting place to work. They don’t want to hear your suggestions, or opinions, or excuses, there are no incentives for doing good, rewards for extra effort, or opportunities for promotion. The employees who keep the place open are beautiful wonderful people, the management and HR are horrible and fake and look at their employees like expendable worthless numbers. Look somewhere else because this is a horrible place to work.

Honestly at first, i thought it wasn't going to be so bad  because everyone seemed nice but after my first week i quickly realized why i was practically hired on the spot & all the kindness that i was receiving from the other staff &  management was just for show. 

This wasn't my first customer service job so I know customers can be a little insane at times but the guest here are an absolute nightmare.

When you work at the front desk, everything is your fault. Even when it's not your fault, it's still somehow your fault. 

At the front desk you are practically running the entire hotel but yet getting paid the least amount of money while the manager's & supervisors just walk around watching over your shoulder waiting for you to screw up so they can scold you in a passive aggressive manner pretending they're just trying to be helpful when really they just want to talk down at you.

And god forbid you sit down for a few minutes  on the chairs they literally provide behind the desk after standing on your feet for HOURS. 

The management/staff here was very strange. They would pretend to be nice to you and smile in your face but then they'd go in their offices and talk bad about you!  (i've overheard multiple conversations where management was bad mouthing me after telling me i was doing great) 

the energy was always super passive aggressive.

Since everyone had already been working with each other for a while, it kind of gave off high school cafeteria vibes with the "you can't sit with us" attitude.

Not to mention they were extremely condescending and treated me like a child since I was a younger employee (the youngest one, everyone else at the job was at least 30+ and had been working there positions for 5+ years so they had superiority complexes)

They treat their employees like trash and when you speak up for yourself the management takes it as a personal attack & will refuse to put their ego aside.

They don't want employees, they want robots who are going to be quiet, do as told, never ask questions & never disagree.  You have to be 100% complicit in order to make it at this company.

If you are someone with a backbone, this is not the job for you.

The paychecks were alright & the discounts are cool but all money is not good money and i'd rather have my sanity and my dignity over a few stingy hundred dollars any day.... :)

This was the worst job ever! I worked here for a year before i decided to quit. They have supervisors that literally sit and watch you clean while making disgusting comments about how good you look or how women are supposed to clean while the men do other work, they will blow kisses at you and wink at you while you're cleaning. I specifically had a supervisor say "I don't care if you're on your period, Double up on pads and get back to work". They are constantly running out of cleaning product, gloves, toilet paper, soap/shampoo because they don't have enough budget. When they run out of cleaning product and gloves they force you to clean without gloves and use WATER to clean the bathrooms which is SO UNSANITARY. They only had 2 working vacuum cleaners so the rooms would go MONTHS without being vacuumed, they would just make us use a sticky lint roller to pick up things off the floor to make it look clean.  The supervisor I had was (in his 40's)  having relationships with a 20 year old housekeeper turned manager because of the relationship and they would always sneak off into a vacant room for hours on end. He also allowed her to bring her son into work, her, her mom (who also worked there) and the 2 year old would spend the whole day in a vacant room WHILE ON THE CLOCK basically babysitting instead of working. She was also always leaving while on the clock to get her nails done or go shopping then come back and show off to everyone. They don't have enough house keeping carts for all the housekeepers, so the housekeepers are always fighting for a cart or getting things stolen off their cart and management doesn't care at all. I would spend the first hour of my day walking around the whole hotel trying to find my stuff in order to get started. I often worked 10+  hour days because they would give you 22+ rooms to do by yourself and you aren't allowed  to leave until its all finished even if  you're there all day or have to leave at a certain time to get your kids or go to class. The pay is terrible and the only reason why people don't speak out on it is because most of the people i worked with barely spoke any English and they were afraid to speak up. OVERWORKED AND UNDERPAID

First and foremost this position is an excess slot within this particular hotel, meaning, when it comes time for the DoubleTree to tighten the financial belt on employees; don't be surprised if this position is the first to go. This job is a typical office job answer phones, interact with guest, copy mounds of paperwork, filing and etc. There isn't a lot of work to be done here, in fact most of the time you'll be completing remedial tasks handed down to you by managers, that they could of easily taken care of themselves in the same time it took them to compose the email asking you to complete that very task.  Since the workload is extremely slow upper management will expect you to have "initiative" and go around looking for extra work during your duty day, which means more likely or not you will be completing even more pointless tasks or vanity tasks that allows the managers more time to drink their coffee or "conference" with one other; which will result in having little to no effect toward your career development.  Speaking of career development, no on here cares about your growth.  There only interested in preserving their daily office routines and minimizing the amount of work they have to do on a daily basis.  However, as a former employee, I do believe that the Hilton Brand provides excellent opportunities for growth and advancement (through their employee online network), its just one of those companies where you must be willing to relocate and expect little to no mentorship in the early stages.  If your interested in just a job w/ benefits, this job is for you. If you want a career in hospitality with a chance at reasonable growth I would suggest another Hilton Hotel. Also, as a general warning, morale here is currently low and there is an obvious rift between all the employees and managers, which means you'll most likely have to pick a side until morale greatly improves.

I honestly never leave reviews like this, but felt the need to warn other people before being employed here. Everything from to top to bottom is ran ack backwards here. Managers are horrendous. Micromanaging at it's finest with each person training people in a different way, getting yelled at daily for doing it each way you are trained. The managers go as far as making you look as incompetent as possible in front of the guests as possible to make themselves look good. You can ask all day long what you can help with or what something new to learn to help would be, but instead they ignore you, then yell at you when you aren't "doing" something. It is honestly so bad it is a laughing matter. I am convinced they do not want people to move up and work hard because they only promote from outside. People that work extremely hard and have been here for years get treated very badly and are never considered for upward movement. In the beginning they also tell you for every review a person leaves with your name on it, you get compensated for. No matter how many reviews you work for, that money will never be seen. There is no morale. The best way I can describe this hotel is that its covered by a dark cloud where everyone is always in a bad mood and everyone is irritable. It is also very hard for me to get behind a company/brand without it giving satisfaction and quality to it's customers which i did not see at all. Rooms were anywhere from 3 to 500 nightly, and the rooms were very old, ceilings falling down, mold EVERYWHERE, broken items, very unclean rooms on a daily basis, and at least 12 complaints to just myself on a daily basis of rooms being dirty, and unsatisfactory. The quality of this hotel is horrible for the price and i feel bad for the guests. I know that not every hilton is this way, but this particular location needs to be looked over. It's in horrible shape. I have many complaints but these are above the mere few. 

It is dead end, do not waste your time.

If you are thinking you might want to join the millions in hospitality I suggest that you land yourself a guest service agent role at your local  Hilton. You will find out very quickly if you have what it takes to survive and thrive in the hospitality industry.

Working at the DoubleTree you will learn it all begins with the cookie. Guests know and recognize the cookie as the beginning to their hospitality experience. From there you will help travelers check in check out process, pay balances and explain hotel features day in and day out. Occasionally you will have to make decisions on how to make things right for a guest of the hotel if things dont go the way they expected. You will also need to know a great deal on how to deescalate situations at times. You just never know what your traveling public will bring you day to day. However your expected job duties will never change. You will do and go through the same motions day in and day out. 

Hilton overall has a great benefits program with health, dental, vision 401K options and a travel benefit that is unrivaled in the hospitality market. There is even educational opportunities and even assistance with adoption services. They also give you flexibility in paid and unpaid time off among other avenues. And did i mention free lunch? not all hotels offer free lunch but most larger ones do

As for the pay - which is true throughout all hospitality companies the pay is low. Working at a smaller hotel you will learn more but you will also do a lot more but get paid less. Just do your research.

Turnover is high at the the entry level and in the intermediate level of management so dont get too attached and schedules are inconsistent at best.

Housekeeping/maid position is strenuous but fulfilling. The ability to be able to work with the customers on occasion while also being able to work alone is balanced very well. Housekeeping management is wonderful. They truly do feel like a second family. They, along with supervisors, will always do what they can to help lighten a large work load. They are also very understanding to personal issues that may take away from work. Manager will be as accommodating as possible when making the schedule to requested day(s) off during any given work week. However, general management could use improvement.
General manager disrespected myself and non-employee guests at a social gathering for the company; the "issue" at hand was handled neither properly nor professionally. General manager will not take the time to investigate complaints on employees before making the decision to terminate employment or issue disciplinary actions. General manager will not handle situations himself/herself, they will send someone else with the message on their behalf (unprofessional behavior).
Coworkers are an enjoyment to be around. They make work fun and entertaining while keeping you on track and will help out where they can.
Job provides lunch and dinner for employees on the clock.
Breaks every two hours are allowed to rest and grab a drink or a smoke.
Overtime given after 8 hour work days instead of 40 work week is definitely a positive aspect.
Occasionally paid for extra rooms completed (housekeeping: terms apply).

Top Job Titles	Average Salary
Front desk agent 154 salaries reported	$16.28 per hour
Cook 75 salaries reported	$17.73 per hour
Line cook 143 salaries reported	$18.93 per hour
Room attendant 53 salaries reported	$14.98 per hour
Hotel housekeeper 84 salaries reported	$15.80 per hour

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