Front Desk Agent

Front Desk Agent

Guest Services Agent (Front Desk Agent) – Hampton Inn & Suites by Hilton Virginia Beach Town Center

Position Overview

• Job Title: Guest Services Agent (Front Desk Agent)
• Location: 4595 Columbus Street, Virginia Beach, VA 23462
• Reports To: Front Office Manager / Front Desk Supervisor
• Schedule: Variable hours, must include weekends and holidays. Shifts may include mornings and evenings based on volume.
• Work Environment: Modern hotel in the heart of Virginia Beach's Town Center business and entertainment district

Summary

As a Guest Services Agent, you are the first and last point of contact for our guests and set the tone for an exceptional stay. You handle check-in and check-out, respond to guest needs, process transactions accurately, and coordinate across departments to keep the front desk running smoothly. This role is a great fit for someone who takes pride in hospitality, stays calm under pressure, and enjoys solving problems on their feet.

Job Functions:

• Welcomes guests warmly, completes check-in and check-out efficiently, and ensures every interaction reflects company and brand standards.
• Answers phones, responds to guest requests, and resolves concerns promptly — escalating to a manager when needed.
• Processes payments accurately, manages cash and credit transactions, and maintains a balanced shift bank.
• Takes and modifies reservations, communicates room availability, and coordinates with Housekeeping and Maintenance on room readiness.
• Provides local recommendations and information on hotel amenities, services, and the Virginia Beach area.
• Maintains a clean, organized, and professional front desk and lobby area.
• Follows all safety, security, and emergency procedures to protect guests, team members, and property.
• Reports for scheduled shifts, on time and in uniform, in accordance with company policy.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.
• Takes the initiative to greet guests in a friendly and warm manner.
• Performs other related duties as required.

We Live by Our "TOP" Values:

• T – TEAM UP: Collaborate, support others, and stay golden
• O – OWN IT: Take pride, stay accountable, and never stop learning
• P – PASSIONATELY SERVE: Be positive, show you care, and create memorable experiences

We're looking for team players who embody these values every day.

Qualifications

• High School diploma or GED required.
• Previous customer service, hospitality, or front desk experience preferred.
• Able to communicate in English, verbal and written; bilingual a plus.
• Comfortable using computers and property management systems; able to learn new software quickly.
• Ability to work well under pressure in a fast-paced environment.
• Attention to detail and a passion for delivering exceptional service.
• Ability to stand for extended periods during a shift.
• Flexibility to work evenings, weekends, and holidays as needed.

Why Work with Us?

• Competitive Pay
• Go Hilton Travel Discounts for team members & eligible family
• Shamin Perks – Save on gym memberships, movie tickets, amusement parks, rental cars, and more
• $200 Referral Bonus after your referral completes 30 days
• Be part of a welcoming team in the heart of Town Center

Note: Full-time benefits such as health insurance, PTO, and 401(k) apply per plan eligibility. Specific benefit eligibility is confirmed in the offer letter.

About Shamin Hotels:

Shamin Hotels is the largest hotel owner and operator in Virginia, with 70+ hotels across multiple states. Founded in 1978, our growth is powered by passionate service and a commitment to teamwork, ownership, and opportunity.

Shamin Hotels is an Equal Opportunity Employer. We welcome applicants from all backgrounds. Only those selected for interviews will be contacted.