Front Desk Agent

Hampton Inn Costa Mesa Newport Beach is looking for a friendly, professional, customer-oriented Front Desk Agent to join our team. As a Front Desk Agent, you will be the first point of contact for our guests, providing them with exceptional service that reflects Hilton’s commitment to excellence. Your role will involve welcoming guests, managing reservations, and ensuring every guest enjoys a seamless and comfortable stay.

Key Responsibilities:

• Efficiently handle guest check-ins and check-outs, ensuring all procedures follow Hilton standards. Verify guest information, assign rooms, and process payments accurately.
• Manage and update reservations in the property management system (PMS). Assist guests with booking inquiries, modifications, and cancellations.
• Provide exceptional service by addressing guest inquiries, concerns, and requests. Resolve issues promptly and professionally, ensuring guest satisfaction.
• Liaise with housekeeping, maintenance, and other hotel departments to fulfill guest requests and ensure a smooth operation. Relay important information to appropriate departments.
• Accurately process guest payments, including room charges, incidentals, and other transactions. Handle cash, credit card, and other forms of payment securely.
• Promote and enroll guests in Hilton Honors, Hilton’s loyalty program, and explain the benefits of membership.
• Adhere to all hotel security, fire, and safety policies. Ensure compliance with local, state, and federal regulations.
• Assist with luggage handling, transportation arrangements, and other guest services as needed. Maintain a clean and organized front desk area.

Qualifications:

• Previous experience in a customer service role, preferably in the hospitality industry. Experience with front desk operations is a plus.
• High school diploma or equivalent required. A degree or coursework in hospitality management is advantageous.
• Strong communication and interpersonal skills. Ability to multitask in a fast-paced environment. Detail-oriented with a focus on accuracy.
• Familiarity with property management systems (PMS), preferably OnQ by Hilton, PEP by Hilton, and proficiency in Microsoft Office.
• A passion for delivering outstanding guest service and a commitment to Hilton’s standards of hospitality.

• Flexibility to work various shifts, including mornings, evenings, weekends, and holidays as hotel operations require.

Benefits:

• Competitive hourly wage with opportunities for growth within Hilton
• Health, dental, and vision insurance
• 401(k) retirement plan
• Paid time off and holiday pay
• Hilton Team Member Travel Program, offering discounted stays at Hilton properties worldwide
• Comprehensive training programs and career development opportunities