What are the responsibilities and job description for the Front Desk Agent position at Hampton Inn Irvine?
Hampton Inn Irvine/Orange County Airport 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:
- Guest Check-In/Check-Out: Efficiently handle guest check-ins and check-outs, ensuring that all procedures are followed according to Hilton standards. Verify guest information, assign rooms, and process payments accurately.
- Reservations Management: Manage and update reservations in the property management system (PMS). Assist guests with booking inquiries, modifications, and cancellations.
- Customer Service: Provide exceptional service by addressing guest inquiries, concerns, and requests. Resolve issues promptly and professionally, ensuring guest satisfaction.
- Communication: Liaise with housekeeping, maintenance, and other hotel departments to fulfill guest requests and ensure a smooth operation. Relay important information to appropriate departments.
- Billing and Payments: Accurately process guest payments, including room charges, incidentals, and other transactions. Handle cash, credit cards, and other forms of payment securely.
- Hotel Loyalty Program: Promote and enroll guests in Hilton Honors, Hilton’s loyalty program, and explain the benefits of membership.
- Security and Compliance: Adhere to all hotel security, fire, and safety policies and ensure compliance with local, state, and federal regulations.
- Miscellaneous: Assist with luggage handling, transportation arrangements, and other guest services as needed. Maintain a clean and organized front desk area.
Qualifications:
- Experience: Previous experience in a customer service role, preferably in the hospitality industry. Experience with front desk operations is a plus.
- Skills: Strong communication and interpersonal skills. Ability to multitask in a fast-paced environment. Detail-oriented with a focus on accuracy.
- Technical: Familiarity with property management systems (PMS), preferably PEP by Hilton, and proficiency in Microsoft Office.
- Customer Service: A passion for delivering outstanding guest service and a commitment to Hilton’s standards of hospitality.
Work Environment:
- Schedule: Flexibility to work various shifts, including mornings, evenings, weekends, and holidays as hotel operations require.
- Physical Demands: Ability to stand for extended periods, lift luggage up to 30 lbs, and perform other physical tasks as needed.
Benefits:
- Competitive hourly wage with opportunities for growth within Hilton
- Health, dental, and vision insurance
- 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
Application Process:
Interested candidates are invited to apply by submitting their resumes and cover letters to jjones@s3hotelgroup.com. Please highlight relevant experience and why you would be a great fit for Hilton.
Hampton Inn Irvine/Orange County Airport is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
