Job Description
The Hilton Seattle Airport Hotel & Conference Center, under the ownership and management of Paramount Hotels, is seeking an experienced, professional, and guest-focused Front Desk Agent/PBX Operator to join our Front Office team. This individual will play a key role in creating exceptional first and last impressions for our guests while serving as a central communication hub for hotel operations.
Paramount Hotels has built a strong reputation for professionalism, rooted in our commitment to creating a workplace that is healthy, inspiring, joyful, and abundant. Our vision is to grow sustainably, intelligently, and thoughtfully, building a legacy brand that will endure for generations.
SUMMARY
Conveniently located adjacent to Seattle-Tacoma International Airport, with the Link Light Rail just steps from our doors, our hotel features 396 guest rooms and over 40,000 square feet of meeting space. We offer exciting perks including career growth and development opportunities, along with discounted HILTON hotel stays for you and your family worldwide.
POSITION DESCRIPTION
The Front Desk Agent/PBX Operator at the Hilton Seattle Airport Hotel & Conference Center plays a vital role in the overall guest experience by serving as one of the first and most consistent points of contact for hotel guests. Reporting directly to the Front Office Director and Front Office Manager, this position is responsible for delivering exceptional guest service while efficiently managing front desk operations and PBX communications in a fast-paced hospitality environment. The ideal candidate is service-oriented, detail-focused, and thrives in a team-focused atmosphere where professionalism, accuracy, and responsiveness are essential.
This role requires an individual who can effectively multitask while maintaining composure, attention to detail, and a positive attitude. Responsibilities include greeting guests, processing check-ins and check-outs, handling reservations and guest inquiries, operating the hotel’s multi-line PBX phone system, dispatching guest requests to appropriate departments, and assisting in resolving guest concerns in a timely and courteous manner. This position also plays an important role in coordinating communication between hotel departments to ensure seamless guest service and operational efficiency throughout the property.
As a Front Desk Agent/PBX Operator, you will serve as an ambassador of the hotel by demonstrating professionalism, warmth, strong communication skills, and problem-solving abilities while upholding Hilton and Paramount Hotels service standards at all times. The ideal candidate will possess strong organizational skills, a passion for hospitality, and a commitment to creating memorable guest experiences while contributing to a culture of accountability, teamwork, engagement, inclusion, and service excellence.
RESPONSIBILITIES – FRONT DESK AGENT
- Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, ensuring guest knows location of room and/or has a bell person accompany him/her
- Assist guests with check-out including, but not limited to, using point of-sale system processing credit and debit cards, accepting and recording various forms of payment
- Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
- Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
- Field guest complaints, conduct research and resolve to guest satisfaction
- Receive, input, retrieve and relay messages to guests
- Perform other duties as assigned
RESPONSIBILITIES – PBX OPERATOR
- Respond to guest inquiries and requests and resolve issues via telephone in a timely, friendly and efficient manner
- Provide information and demonstrate knowledge of all hotel facilities and services
- Respond to emergencies and document and relay comprehensive, accurate information to proper parties in emergency situations
- Accept and deliver all messages promptly and accurately, utilizing proper grammar and spelling
- Operate office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.
- Perform other duties as assigned
QUALIFICATIONS
Education & Experience
- High School Diploma or the equivalent
- Previous experience working in a hotel in a front desk role is a plus.
- At least one year of customer service experience.
- The ability to effectively communicate with guests and staff.
- Experience supporting large operational teams in a fast-paced hospitality environment preferred
- Basic computer proficiency with the ability to quickly learn hotel property management systems and reservation software.
- Working knowledge of Microsoft Office, point of sale system, and telephones
- Experience with HILTON hotel property management systems such as OnQ, Pep, Opera or similar systems preferred.
Knowledge, Skills & Abilities
- The ability to work nights, overnight, weekends and holidays.
- Strong interpersonal and guest service skills with the ability to remain professional and courteous in high-pressure situations.
- Excellent verbal and written communication skills with the ability to interact effectively with guests, team members, and management.
- Ability to multitask, prioritize responsibilities, and maintain attention to detail in a fast-paced environment.
- Strong problem-solving and conflict resolution skills with the ability to handle guest concerns in a calm and professional manner.
- Ability to maintain confidentiality and exercise sound judgment when handling sensitive guest and hotel information.
- Ability to accurately handle credit card transactions, and balance procedures.
- Demonstrated reliability, punctuality, and flexibility with scheduling needs.
- Ability to work independently while also contributing positively within a team-oriented environment.
- Professional appearance and demeanor consistent with hotel brand and guest service standards.
- Ability to remain calm, organized, and efficient during busy check-in/check-out periods and emergency situations.
- Bilingual or multilingual communication skills are a plus.
- Knowledge of Seattle area attractions, transportation, and local resources preferred.
- Ability to stand for extended periods of time and perform duties that may require walking, bending, reaching, and lifting up to 25 pounds.
WHY JOIN PARAMOUNT HOTELS?
At Paramount Hotels, we believe our people are the foundation of our success. We are committed to cultivating a workplace culture built on respect, collaboration, growth, and opportunity. As a Front Desk Agent/PBX Operator at the Hilton Seattle Airport Hotel and Conference Center, you will have the opportunity to make a meaningful impact on both the guest experience and the future success of the hotel.
Shift Pattern: Full-Time and Part Time available
Shifts: Nights, Overnights & Weekend Shifts
Hourly Range: Starting $24.39 per hour, with an increase to $27.10 after 90 days
Union Position: This position is represented by UNITE HERE Local 8. Employees hired into this role will be required to join the union and maintain membership in accordance with the applicable collective bargaining agreement. Union membership includes access to negotiated wages, benefits, representation, and other protections provided under the contract.
The Benefits
Paramount Hotels offers its eligible team members a comprehensive benefits package including:
- Medical Insurance Coverage – for you and your family
- Vision, Dental, Life and Disability Insurance
- Sick Pay
- Vacation Pay
- Travel discounts
- 401(k) plan
- Complimentary Duty Meals served in our Team Member Restaurant
- Employee Assistant Program
- Front Office Upselling Incentive Program - Commission based program paid out monthly and is based on upsell generated revenue. Revenue is calculated at the time of guest check-out. Upsell revenue includes; room type upgrades, early departure fees, late check out fees and late cancellation fees.
Pay: From $24.39 per hour
Benefits:
- 401(k)
- Dental insurance
- Food provided
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Work Location: In person
