Guest Services Agent

Department: Bloomington-Normal, IL
Reports to: Front Office Manager/Assistant General Manager         

Job Description

Job Title: Guest Services Agent – DoubleTree Hotel

Company: DoubleTree By Hilton

Location: Bloomington, IL

Department: Guest Services

Reports To: Front Office Manager/Assistant General Manager

General Summary:

To increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of DoubleTree Hotel and Conference Center and Tentac Enterprises.

Essential Functions:

  • Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout stay.
  • Retain current clients and grow client base.
  • Provide shuttle service to and from area locations.
  • Communicate with supervisors and co-workers and clients in a courteous manner at all times

Supporting Functions:

  • In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.
  • Uses suggestive selling skills and company sales programs to maximize revenue and occupancy levels.
  • Handles guest accounts and maintains cash drawer.
  • Answers incoming phone calls, processes reservation/cancellation/modification requests, and transfers calls to appropriate departments.
  • Maintains a favorable working relationship with all other company employees.

Specific Job Knowledge, Skills and Ability:

  • Working knowledge of all services and facilities of the hotel.
  • Ability to assist hotel guests in an effective manner.
  • Ability to fully follow supervisor’s directions.
  • Ability to remember and recite company promotions and information.

Qualification Standards:



Strong communication skills; including the ability to deal effectively with vastly diverse groups of people and guests.


Required: High School Diploma

Preferred: College Diploma

Preferred: Front desk experience or other experience in the hospitality field.

Licenses or Certificates:
Required: Valid Driver’s License


All employees must maintain a neat, clean and well-groomed appearance per Hilton DoubleTree and Tentac standards.

Physical Requirements:

  • Sitting in a normal seated position for extended periods of time
  • Reaching by extending hand(s) or arm(s) in any direction
  • Ability to carry items weighing up to 30 pounds with out assistance.
  • Finger dexterity required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard.
  • Ability to move about.
  • Ability to see within normal parameters
  • Ability to hear within normal range

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.