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Front Desk Agent (Welcome Enthusiast)

Posted July 13, 2020

Canopy by Hilton Memphis Downtown
Memphis, TN

About This Job

Job Summary:

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Canopy Hotel brand standards of quality. Offer outstanding customer service and the “Simple Pleasures” needed to give all guests the “Positive Stay” promise. The position serves as the face of the hotel – the guest’s first, and usually most frequent contact, and as such is instrumental in revenue maximization, customer satisfaction, promoting repeat guests, and influencing the property’s and the company’s reputation in the neighborhood. Often viewed as “Command Central” the Front Office must be thoroughly trained and able to efficiently perform all emergency-related functions and duties. 

Summary of Essential Job Functions:

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond quickly in a friendly manner with appropriate action and provide accurate information such as outlet hours and local attractions. Follow up to ensure guest satisfaction.
  • Responsible for guest registration and check out. Complete the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including number of guests and room rate. Promote Canopy hotel and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close guest accounts at time of check-out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
  • Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.
  • Analyze and generate reports and communicate information to enthusiasts and appropriate departments.
  • Monitor and maintain procedures for safety and security of guests, enthusiasts and hotel property.
  • Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  • Comply with attendance rules and be available to work on a regular basis.
  • Provide a professional image at all times through appearance and dress.
  • Have Knowledge of hotel property, amenities, area attractions and transportation.
  • Ensure compliance with all Brand Standards of Operations including all Guest Satisfaction programs.
  • Perform any other job-related duties as assigned.

Abilities Required: 

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co-workers with their job duties and be a team player. Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to stand and move throughout the front office and continuously perform essential job functions. Ability to access and accurately input information using a moderately complex computer system. Ability to observe and detect signs of emergency situations. Ability to establish and maintain effective working relationships with associates, customers and patrons. 

Customer Satisfaction: 

Create a positive stay. We focus on the simple details that make a difference, always a step beyond the expected. Every detail has just the right feeling: caring, energizing, positive. Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with fellow associates. It is essential that you remain professional at all times, and that you treat all guests and enthusiasts with courtesy and respect, under all circumstances. 

Work Habits: 

In order to maintain a positive guest and enthusiast experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something. 

Safety & Security: 

The safety and security of our guests and enthusiasts is of utmost importance to us. Every Hotel associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns. 


  • As Welcome Enthusiast, must be friendly, energizing, positive and caring in all core aspects of the Canopy culture as defined.
  • Previous hotel front office experience with Hilton systems preferred
  • Previous experience with “Lifestyle/Luxury” aspects of hotel operations preferred
  • Highly organized, result oriented with the ability to be flexible with hours, days off, assignments and additional duties
  • Must work well under pressure in a fast paced environment and handle conflicting priorities
  • Excellent written and verbal communication skills
  • Strong computer skills, especially knowledge of OnQ Property Management System, Microsoft Word and Excel
  • Strong Financial and Math Skills
  • Physical Aspects of Position (includes but are not limited to): - Walking and standing throughout shift - Occasional lifting and carrying up to 30lbs.


  • 401(k)
  • Dental Insurance
  • Disability Insurance
  • Employee Discount
  • Flexible Schedule
  • Health Insurance
  • Life Insurance
  • Paid Time Off
  • Referral Program
  • Vision Insurance

NOTE: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.



About this Employer

Canopy by Hilton Memphis Downtown

164 Union Avenue
Memphis, TN

(901) 479-1001

174 Room Hotel

Downtown Memphis stay near Graceland

We’re in Downtown Memphis, next to Autozone Park and a half-mile from FedEx Forum Arena. The Memphis Music Hall of Fame is five minutes away and we’re under a mile from Mississippi River Park and the Memphis Rock ‘n’ Soul Museum. Graceland, home of Elvis Presley, is a 15 minute drive. Enjoy our restaurant, fitness center. WiFi’s on us.