Position Type: Full-Time
Department: Front Office
Reports To: Front Office Manager / General Manager
The Front Desk Agent is responsible for providing friendly, professional, and efficient service to hotel guests throughout their stay. This position serves as the first point of contact for guests and plays an important role in creating a positive guest experience while supporting the daily operations of the front desk.
- Welcome guests with a warm, professional, and courteous attitude.
- Complete guest check-in and check-out procedures accurately and efficiently.
- Process reservations, room assignments, payments, and guest requests.
- Answer telephone calls, emails, and guest inquiries in a timely manner.
- Provide information about hotel amenities, services, local attractions, and transportation.
- Respond to guest concerns and resolve issues professionally, escalating matters to management when necessary.
- Maintain accurate guest records and follow hotel procedures regarding cash handling and payment processing.
- Monitor room availability and communicate with housekeeping and other departments regarding room status.
- Follow Hilton and Home2 Suites brand standards and hotel policies.
- Maintain a clean, organized, and welcoming front desk area.
- Assist with breakfast, guest amenities, and other hotel operations when needed.
- Promote hotel services, loyalty programs, and applicable upgrades.
- Maintain guest confidentiality and follow all safety and security procedures.
- Perform other duties as assigned by management.
- Previous hotel, hospitality, customer service, or front desk experience preferred.
- Excellent communication and interpersonal skills.
- Professional appearance and positive attitude.
- Strong attention to detail and ability to multitask in a fast-paced environment.
- Basic computer skills and ability to learn hotel reservation/front-desk systems.
- Ability to handle cash and credit card transactions accurately.
- Ability to work independently as well as part of a team.
- Must be dependable, punctual, and guest-service oriented.
- High school diploma or equivalent preferred.
This is a full-time position. Candidates must be available to work a flexible schedule, including weekends and holidays, as hotel operations require.
- Ability to stand and walk for extended periods.
- Ability to occasionally lift and carry supplies or packages.
- Ability to work at a computer and telephone for extended periods.
- Ability to perform duties in a busy hotel environment.
We are seeking a dependable, friendly, and professional team member who enjoys helping people and takes pride in providing exceptional hospitality. The ideal candidate will represent Home2 Suites with a positive attitude and ensure every guest feels welcomed and valued.
