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.
