Front Desk Agent

Hampton Inn by Hilton Calgary Downtown

Managed by Triple One Properties Ltd.

Join our team in the newest hotel in downtown, Hampton Inn by Hilton Calgary Downtown! We are seeking a dedicated and detail-oriented Front Desk Agent. You will be the face of the hotel and a key contributor to the guest experience.We are looking for someone who is calm under pressure, thrives on creating positive first impressions, solving problems with a smile, and ensuring guest feels at home from the moment they walk through our doors.

Key Responsibilities

As the Front Desk Agent you will report directly to the Front Desk Supervisor. You are the face of the hotel and a key contributor to the guest experience. You will provide friendly, authentic and efficient guest service to our guest in line with the Hilton’s “Hamptonality” spirit. Your responsibilities include:

Guest Service and Operations

· Greet guest with warm, welcoming attitude in line with Hilton’s Making it Right program.

· Handle check-in and check-out procedures efficiently using Hilton’s PEP PMS system.

· Manage reservations, cancellations, modifications, and payment transactions accurately.

·Answer guest inquiries in person, over the phone, and via email regarding hotel amenities, services and local attractions.

· Coordinate guest needs and requests with other departments, including housekeeping and maintenance.

·Process guest request such as wake-up calls, luggage assistance, early arrivals and late checkouts.

· Maintain the cleanliness and organization of the front desk, lobby, and work areas.

· Provide clear, concise pass-down communications to all team members for seamless shift transactions.

Guest Satisfaction

· Greet guest warmly and ensure a friendly, prompt and skilled service experience always.

· Anticipate guest needs and respond promptly to ensure a memorable stay experience.

· Resolve guest concerns or complaints effectively and escalate issues when necessary to management.





· Promote Hilton Honors loyalty program and enroll new members when appropriate.

· Assist in tracking guest feedback using Hilton’s satisfaction tools (e.g., Stay Experience, TripAdvisor, etc.) and support service recovery efforts.

· Provide local recommendations for dining, entertainment, and transportation, enhancing the overall guest experience.

· Practice “Ultra-personalization” ensuring each guest are provided with personalize experience.

Team Development

· Foster a positive respectful and inclusive team environment by working cooperatively with fellow front desk agents, housekeeping, maintenance and management.

· Actively participate in team meetings, ongoing training, and Hilton brand initiatives.

· Share guest feedback and observations with team members and supervisors to support continuous improvement,

· Support new team members by helping, answering questions, and helping with onboarding when appropriate,

· Take initiative in cross-training opportunities to enhance knowledge of other hotel departments and improve operational flexibility.

Safety and Compliance

· Ensure front office operations are conducted in accordance with Hilton policies, local/provincial regulations, and brand safety standards.

· Ensure guest and hotel safety during overnight hours, including monitoring security cameras, securing entrances, and performing walk-throughs.

· Maintain secure handling of guest information and compliance with privacy and data protection regulations (e.g., FOIP, PIPA, etc.)

· Protect guest information by ensuring secure handling of personal and payment data.





· Ensure privacy practices and proper handling of confidential guest records are always maintained.

· Maintain safe working conditions and report maintenance issues for immediate resolution.

· Respond calmly and effectively to emergencies such as fire alarms, medical incidents or power outages, following established hotel protocols.

Additional Responsibilities

· Assist with special projects or administrative duties assigned by the management team,

· Support other operational areas during peak periods or emergencies to maintain guest satisfaction.

· Perform other related tasks as assigned by the Front Desk Supervisor and leadership team.

· Performs other related duties and responsibilities as assigned to support the overall success and operational needs of the organization.

Qualifications & Requirements

Education & Experience

· High School diploma or equivalent required.

· Prior experience in front desk, or hotel operations is preferred but not required.

· Proficiency with Microsoft Office and property management systems; knowledge of PEP is a strong advantage

*Valid at least Class 5 Driver's license

Skills & Attributes

· Positive and outgoing personality with strong communication skills.

· Ability to work under pressure and make decisions effectively and in a timely manner.

· Strong attention to detail and organizational skills.

· Flexibility to adapt to changing business demands and work schedules, including evenings and weekends.

Why Join Us?

At the Hampton Inn by Hilton Calgary Downtown, Front Desk Agents are the faces of our hotel! Join a team driven by purpose, attention to detail, and a commitment to delivering a positive guest experience. If you are passionate about guest services, leadership, and teamwork, we would LOVE to hear from you!

Job Types: Full-time, Permanent

Pay: $21.00 per hour

Language

- English (preferred)

Licence/Certification:
- Class 5 Licence (required)

Work Location: In person

📌 Front Desk Agent (Calgary)
🏢 Hampton Inn by Hilton Calgary Downtown
📍 Calgary