Guest Services Representative

Front Desk Agent

Essential Duties and Responsibilities:

Welcome guests in a friendly, professional, and courteous manner.

Complete guest check-ins and check-outs accurately and efficiently.

Process reservations, cancellations, room changes, and extensions.

Answer incoming phone calls and respond to guest inquiries promptly.

Handle guest concerns and resolve issues professionally, escalating to management when necessary.

Accurately process credit cards, and other payment transactions.

Verify guest information and maintain accurate reservation records.

Assign guest rooms while maximizing occupancy and following hotel procedures.

Communicate effectively with housekeeping, maintenance, and other departments regarding guest needs and room status.

Maintain knowledge of hotel services, amenities, local attractions, and Hilton Honors benefits.

Promote Hilton Honors enrollment and hotel amenities when appropriate.

Monitor lobby activity to help ensure the safety and security of guests and team members.

Keep the front desk, lobby, and public areas clean, organized, and welcoming.

Follow all Hampton Inn & Suites, Hilton, and hotel policies, procedures, and brand standards.

Assist with laundry, breakfast, or other hotel duties as needed during busy periods.

Perform additional duties as assigned by management.

Requirements:

Qualifications:

Previous customer service or hotel experience is preferred but not required.

Strong communication and interpersonal skills.

Basic computer skills with the ability to learn hotel property management systems.

Ability to multitask and remain organized in a fast-paced environment.

Ability to handle difficult situations professionally and calmly.

Must be dependable, punctual, and maintain a positive attitude.

Must be able to work flexible schedules, including weekends, holidays, and evening shifts.