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Front Desk Agent

posted February 1, 2020

Tru by Hilton Raleigh-Durham Airport
Morrisville, NC
652113 l

About This Job


Performs customer service functions related to guest registration, reservations and process all payments according to established hotel requirements. Provide information and services to any quest or visitor in a friendly, professional manner.

Essential Duties and Responsibilities

  • Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals.
  • Perform quality assurance (QA) requirements for department.
  • Communicate with Housekeeping regarding VIP arrivals, room status, out of order rooms, room discrepancies and expediting vacant ready/clean rooms.
  • Pass on pertinent information to team: group information, current selling strategy, follow-up required for guests or shift responsibilities.
  • Assist team with training, supplies and support in order to consistently provide Brand quality service.
  • Perform concierge duties as needed to assist guests with knowledge of local area and attractions.
  • Register and assign rooms to guests during check in process.
  • Issue room keys while following property security protocol and ensure guest’s ID.
  • Make courtesy call to guests to assure their complete satisfaction with their room, etc.
  • Keep records of occupied rooms and guests' accounts.
  • Make and confirm reservations.
  • Present statements to and collect payments from departing guests.
  • Provide solutions to problems for guests, associates and management.
  • Implement, monitor and carryout guest honors program.
  • Clean, organize, and maintain lobby area (newspapers, coffee table, organize furniture, clean doors, windows, etc. as necessary).
  • Post suite shop purchases.
  • Verify guest information and ensure payment and credit limits.
  • Close and balance shift. Count drawers and verify accurate deposit drop after each shift.
  • Document all maintenance related requests in the Maintenance Request Log/or Work Order Book.
  • Remain highly visible and be readily available for guests at all times.
  • Take initiative to offer assistance or answer questions throughout the hotel.
  • Willingness and ability to train new associates.
  • Thoroughly understand and implement the Brand service culture.
  • Complete incident reports to document all Security/Loss Prevention related incidents in the absence of manager.
  • Perform other duties as required.


  • High School graduate.
  • Understand Property Management System (PMS) and daily selling strategies.
  • Ability to work in a fast-pace, high energy and demanding work environment.
  • Ability to compute accurate mathematical calculations.
  • Ability to clearly and pleasantly communicate in English with guests/visitors, management and co-workers to their understanding, both in person and by telephone.
  • Ability to provide legible communication and directions.

Additional Information

About Parks Hospitality Group . . . We are a family owned company based in Raleigh, NC focused on developing, owning and managing successful hotels. Parks Hospitality Group owns and manages seven hotels in North Carolina and Tennessee with locations in Raleigh/Cary, Burlington, Nashville and Asheville. We are proud franchise partners with Hilton Worldwide, Marriott International, Starwood Hotels and Hyatt and currently have multiple projects in our developmental pipeline. To learn more, please visit


About This Employer

Tru by Hilton Raleigh-Durham Airport

350 Airgate Drive
Morrisville, NC 27560

(919) 813-7129

106 Room Hotel

We've opened the doors to something different.

Say hello to a brand-new hotel experience from Hilton that's vibrant, affordable and young-at-heart. It's energetic, yet relaxing and comfortable. It's familiar, and it's also unexpected. It's completely unprecedented, it's uniquely Tru.

Our Hotel

The Tru by Hilton Raleigh-Durham Airport will have 106 guestrooms featuring essential business amenities including Hilton’s four-zone lobby with work spaces, in-room entertainment, a 24/7 market, and a modern fitness center. The Tru by Hilton’s mantra is to offer these great amenities while remaining grounded in value.

The Raleigh-Durham and Research Triangle Park area is highly recognized as a hub for major businesses including IBM, Lenovo, Cisco, GlaxoSmithKline, and Fidelity Investments. We believe the Tru by Hilton caters to an underserved segment and will thrive on the market’s business and leisure demand.