Hotel Front Desk Agent

Job Description

Job Description

Position Summary

Home2 Suites by Hilton is seeking a friendly, professional, and customer-focused Front Desk Agent to serve as the first point of contact for our guests. This position is responsible for delivering exceptional hospitality by providing efficient check-in and check-out services, managing reservations, assisting guests with requests, and ensuring a positive guest experience throughout their stay.

Essential Duties and Responsibilities

Guest Service

• Welcome guests in a warm, professional, and engaging manner.
• Provide efficient check-in and check-out services.
• Answer questions regarding hotel services, amenities, and local attractions.
• Respond promptly and professionally to guest requests and concerns.
• Resolve guest issues to ensure complete guest satisfaction.
• Maintain a positive, service-focused attitude at all times.

Front Desk Operations

• Process reservations, cancellations, modifications, and room assignments.
• Handle guest accounts, payments, and credit card transactions accurately.
• Maintain accurate guest records and documentation.
• Answer and direct incoming phone calls.
• Communicate effectively with housekeeping, maintenance, and management regarding guest needs and room status.
• Follow all Hilton and hotel operating procedures.

Sales & Revenue Support

• Promote Hilton Honors enrollment and hotel amenities.
• Identify opportunities to upsell rooms and hotel services.
• Assist with achieving guest satisfaction and revenue goals.

Safety & Security

• Follow hotel safety and emergency procedures.
• Protect guest privacy and confidential information.
• Monitor hotel activity and report security concerns to management.
• Ensure compliance with all company policies and procedures.

Administrative Duties

• Complete shift reports and daily paperwork accurately.
• Maintain a clean, organized, and professional front desk area.
• Assist with special projects and other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Previous hotel, hospitality, customer service, or retail experience preferred.
• Strong verbal and written communication skills.
• Basic computer proficiency and ability to learn hotel management systems.
• Excellent problem-solving and multitasking abilities.
• Professional appearance and demeanor.
• Ability to work independently and as part of a team.

Physical Requirements

• Ability to stand, walk, and move throughout the shift.
• Ability to lift and carry up to 25 pounds occasionally.
• Ability to operate office equipment and computer systems.
• Ability to work in a fast-paced environment.

Schedule Requirements

• Flexible availability, including mornings, evenings, weekends, and holidays.
• Ability to work various shifts, including occasional overnight coverage if needed.

Desired Characteristics

• Friendly and approachable personality.
• Strong attention to detail.
• Dependable and punctual.
• Positive attitude and team-first mindset.
• Passion for hospitality and guest satisfaction.

Why Work at Home2 Suites by Hilton?

Join a supportive Hilton team, enjoy travel discounts, growth opportunities, flexible schedules, and make every guest feel at home.

Compensation & Benefits

• Competitive hourly wage
• Hilton Team Member Travel Program
• Career development and advancement opportunities
• Supportive team environment

Home2 Suites by Hilton is an Equal Opportunity Employer committed to fostering an inclusive and welcoming workplace for all team members.