Company Overview

Hilton is one of the world’s largest and most iconic hospitality companies, with a portfolio of 14 world-class brands comprising more than 5,100 properties and nearly 838,000 rooms across 103 countries and territories. Founded in 1919 by Conrad Hilton in Cisco, Texas, the company has grown into a global leader dedicated to fulfilling its mission to be the world’s most hospitable company by delivering exceptional experiences — every hotel, every guest, every time.

In Canada, Hilton operates a diverse collection of hotels and resorts under multiple brands including Hilton Hotels & Resorts, DoubleTree by Hilton, Hilton Garden Inn, Hampton by Hilton, Embassy Suites by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton, Tru by Hilton, Canopy by Hilton, Curio Collection by Hilton, Tapestry Collection by Hilton, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, and Hilton Grand Vacations. Canadian properties span from the towering Hilton Niagara Falls/Fallsview Hotel and Suites — the tallest hotel in Canada at 58 stories — to urban business hotels in Toronto, Vancouver, Montreal, and Calgary, to resort destinations across the country.

Hilton is renowned for its award-winning Hilton Honors loyalty program, which provides members with instant benefits including flexible payment options, exclusive member discounts, and complimentary Wi-Fi. The company is committed to innovation, sustainability, and creating meaningful career opportunities for its more than 400,000 team members worldwide. Hilton consistently ranks among the best places to work globally, offering industry-leading training, competitive compensation, and genuine pathways for professional advancement.

Job Details

Job Description

Hilton Canada is seeking professional, personable, and guest-focused Front Desk Agents to join our hospitality teams across our portfolio of hotels and resorts. As the first and last point of contact for our guests, you are the face of Hilton’s commitment to exceptional service. You will create memorable first impressions, resolve guest needs with efficiency and warmth, and ensure every stay exceeds expectations.

In this role, you will manage the complete guest experience from check-in to check-out, handle reservations, process payments, and serve as a knowledgeable resource for hotel amenities and local attractions. Whether you are welcoming business travelers at a downtown Toronto Hilton, assisting families at the Niagara Falls Fallsview property, or checking in guests at a Vancouver airport hotel, you will play a pivotal role in delivering the hospitality that has made Hilton a trusted name for over a century.

This position is ideal for individuals who thrive in fast-paced, people-oriented environments and are passionate about creating positive guest experiences. With Hilton’s industry-leading training programs and global career mobility, the Front Desk Agent role offers an outstanding entry point into a rewarding long-term career in hospitality management.

Key Responsibilities

Guest Check-In & Check-Out

• Greet guests warmly upon arrival and efficiently complete the registration and check-in process
• Verify guest information, confirm room rates, select appropriate rooms, and code electronic key cards
• Process guest check-outs accurately, ensuring all room charges and services are correctly accounted
• Handle cash, credit cards, debit cards, gift certificates, and various forms of payment with precision
• Provide welcome packets, explain hotel amenities, and ensure guests know the location of their rooms

Reservation Management

• Manage room reservations through Hilton’s Property Management System (PMS) and central reservations
• Input, retrieve, and update guest information accurately in the hotel database
• Handle walk-in reservations, modifications, and cancellations according to hotel policies
• Compile reservation packets for guests who have booked package deals or special promotions
• Manage room inventory and collaborate with housekeeping to ensure room availability

Guest Services & Communication

• Answer telephone calls with professional etiquette and transfer calls to appropriate departments
• Receive, input, retrieve, and relay messages to guests promptly and accurately
• Respond to guest inquiries, requests, and concerns in a timely, friendly, and efficient manner
• Field guest complaints, conduct research, and negotiate solutions to ensure guest satisfaction
• Demonstrate thorough knowledge of hotel services, room categories, local area attractions, and general product information

Sales & Upselling

• Use upselling techniques to promote hotel services, room upgrades, and amenities to maximize revenue
• Enroll guests in the Hilton Honors loyalty program and meet monthly enrollment targets
• Promote hotel packages, dining options, spa services, and local experiences
• Identify opportunities to enhance the guest experience while driving hotel profitability

Administrative & Operational Duties

• Complete daily checklists, shift reports, and ensure all tasks are completed thoroughly
• Reconcile end-of-shift financial reports and maintain accurate cash handling records
• Communicate effectively with internal departments including housekeeping, engineering, security, and food & beverage
• Assist with night audit duties as required, including balancing accounts and preparing daily reports
• Maintain necessary documentation and filing of all daily front desk operations

Qualifications & Skills

Required Qualifications

• High school diploma or equivalent required; post-secondary education in hospitality or tourism is an asset
• 6+ months of customer service experience in hospitality, retail, or a related field
• Proficiency in English, both verbal and written; additional languages are a significant asset
• Computer proficiency including Microsoft Office (Word, Excel, Outlook) and willingness to learn Property Management Systems
• Ability to work a flexible schedule including evenings, weekends, and holidays
• Valid work authorization for Canada

Preferred Qualifications

• Previous experience in a hotel or hospitality environment
• Familiarity with hotel Property Management Systems such as OnQ or Opera
• Experience with Hilton Honors program or other hotel loyalty systems
• Cash handling and point-of-sale (POS) system experience
• First Aid and CPR certification

Core Skills

• Guest Service Excellence — Genuine passion for helping people and creating memorable experiences
• Communication Skills — Clear, professional verbal and written communication with guests and team members
• Problem-Solving — Ability to think quickly, resolve conflicts, and turn challenges into positive outcomes
• Attention to Detail — Accuracy in handling reservations, payments, and guest information
• Multitasking — Ability to manage multiple priorities in a fast-paced environment
• Professional Demeanor — Polished appearance and conduct that reflects Hilton’s brand standards
• Technical Aptitude — Comfort with hotel software systems, electronic key programming, and digital tools

Salary & Benefits

Comprehensive Benefits Package

Job Location

Hilton Canada operates properties across major cities and resort destinations nationwide, with Front Desk Agent positions available at the following key locations:

How to Apply

Ready to launch your hospitality career with Hilton? Follow these steps to apply for the Front Desk Agent position:

1. Visit the Official Hilton Careers Portal Navigate to the Hilton global careers website and search for “Front Desk Agent” positions in Canada.
2. Create Your Hilton Careers Profile Register for an account and complete your candidate profile. Upload your resume and include a professional cover letter highlighting your customer service experience.
3. Search and Select Your Preferred Location Filter by city, province, or brand to find Front Desk Agent openings that match your location preferences and career goals.
4. Submit Your Application Complete the online application for your chosen position. Tailor your resume to emphasize guest service experience, communication skills, and any hospitality background.
5. Interview Process Qualified candidates will be contacted for a phone or video screening interview, followed by an in-person interview with the hotel’s Front Office Manager or General Manager.
6. Offer & Onboarding Successful candidates will receive a formal offer letter and onboarding package, including details about Hilton’s training program, uniform requirements, and start date.

Tip: Hilton hires Front Desk Agents year-round, with peak hiring seasons in spring (for summer tourism) and fall (for winter ski season and holiday travel). Properties in tourist destinations like Niagara Falls and Vancouver often have the highest seasonal demand.

Frequently Asked Questions